Drag and Drop Question
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type 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/set-up-queues-manage- activities-cases

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You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?

• A.Add the product to the account
• B.Add the products to the case
• C.Add the products to the customer's entitlement
• D.Add the products to the customer

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You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A.A customer's entitlement has ended and no more support is desired.
• B.A customer renews an entitlement for 100 more hours or one year.
• C.A customer calls and wants to know how many hours of support remain.
• D.The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
• E.You need to add notes to the customer's entitlement.

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Drag and Drop Question
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey

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You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A.Add an Unsubscribe check box after each question.
• B.Set the Allow unsubscribe setting to Yes.
• C.Give users the option to unsubscribe from different features of the survey.
• D.Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

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