A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must beperformed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Correct Answer:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse

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Drag and Drop Question
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Correct Answer:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel

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You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?

• A.Merge peer branches to a single stage when merging branches.
• B.Span the process across 10 unique entities.
• C.Combine multiple conditions in a rule by using both the AND and OR operators.
• D.Use 40 steps per stage.

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You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/resources-service-scheduling

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You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in them correct order.

Correct Answer:

1 - Open an existing case record
2 - Type the search terms relating to the case issue in the KB Records tab
3 - Locate the knowledge-base article. Select Link, and then select Email

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