Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a timegroup with the preference setting of one hour.
Does the solution meet the goal?

• A.Yes
• B.No

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You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?

• A.Create a new template with the dates and terms. Activate the template.
• B.Delete the old entitlement. Create a new entitlement template.
• C.Add the new end date to the current entitlement and set new terms. Activate the entitlement.
• D.Make a copy of the old entitlement. Activate the copy.
• E.In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

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You create a canvas app to show trending results from a Power Virtual Agents chatbot.
The results must be viewable on the Dynamics 365 Customer Service workspace home page.
You need to add the survey results canvas app to the Customer Service workspace.
What should you do?

• A.Add an iFRAME component to the main home page form and reference the canvas app name
• B.Share the canvas app
• C.Add the canvas app to the sitemap
• D.Create a solution in the environment and add the canvas app to the solution
• E.Add the canvas app component to the main home page form and reference the canvas app name

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You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
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:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-s

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You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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 - Add a column named Route Case to the import file
2 - Add the value No for cases that must not be routed
3 - Save and import the import file
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically-route-cases

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