Hotspot Question
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

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A company has the following business units:
* Call center
* Customer service
* Digital response
* Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?

• A.Customer service manager
• B.Scheduler
• C.Customer service representative
• D.System customizer

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You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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 - Navigate to Sattings, and then select solotions.Verify that the case entity is in the solution.
2 - In the solution, navigate to the case entity and select Charts
3 - Creat and configure the chart

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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.

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Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?

• A.Yes
• B.No

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