You are deploying a Unified Service Desk (USD) application.
For which three scenarios can you attach an action call? Each correct answer presents a complete solution.

• A.A threshold is reached in a Microsoft Power BI report.
• B.Client diagnostic logging is turned on.
• C.An agent script is run or an answer is clicked.
• D.A window navigation rule is processed.
• E.A toolbar button is clicked.

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You need to ensure that customers cannot open more cases than they are allowed.
Which four 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 the correct order.

Correct Answer:

Explanation
Text, table Description automatically generated with medium confidence

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom

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You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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 the correct order.

Correct Answer:

1 - Ensure the entity is enabled for SLA.
2 - Create a quick view form for each SLA KPI instance field.
3 - Add the quick view forms to the primary entity form.
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/add-timer-forms-tracktime-against-enhanced-sla

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You are a customer service agent in a call center.
AH customer service agents use Unified Service Desk (USD) to respond to calls.
You need to respond to two calls from two different customers at the same time.
What should you do?

• A.Create two sessions and use connections to create a relationship between them.
• B.Create one session for each customer.
• C.Create one session and add each customer to a separate section on the form.
• D.Create one session and add each customer to the related customer sub grid.

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A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the casesresolved? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Correct Answer:

Explanation

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

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