Hotspot Question
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

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You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need toensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

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You need to search for answers to customer claims.
Which type of search should you perform?

• A.Timeline
• B.Quick Find
• C.Related
• D.Detail
• E.Case Relationships

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A customer has three cases in process and two cases for the current calendar year.
You need to determine how many cases the customer has left on their entitlement.
How many cases are left?

• A.20
• B.22
• C.23
• D.25

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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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