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 be performed 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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You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.
You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.
What should you do first?

• A.Toggle the radio button for Route from user/team to queue.
• B.Deactivate the routing rule.
• C.Select Edit to the command bar.
• D.Use Lookup to specify the Add to queue value.

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You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

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You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?

• A.Set the value of the Total terms field for an entitlement to 20.
  Set the entitlement channel option to Phone.
  Set the value of the Total terms value to 20.
• B.Set the value of the Total terms field for an entitlement to 20.
  Set the entitlement channel option to Email. Set the value of the Total terms field to 0.
  Add the Phone option.
  Set the value of the Total Terms field to 10.
• C.Set the value of the Total terms field for an entitlement to 20.
  Set the entitlement channel option to Email.
  Set the value of the Total terms field to 10.
  Add the Phone option. Set the value of the Total Terms field to 10.
• D.Set the value of the Total terms field for an entitlement to 20.
  Set the entitlement channel option to Email. Set the value of the Total terms field to 20.

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Hotspot Question
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent

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