You release an item from a queue.
What is the outcome?

• A.The current routing rule is applied.
• B.The value from the Worked By field is removed.
• C.The record is returned to the originating queue.
• D.The record is removed from the current queue and placed in the user's personal queue.

Correct Answer: C

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You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard

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You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements

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Drag and Drop Question
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? To answer, move all 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/sales-enterprise/create- edit-goal-metric

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You assign a case to a user named User A.
User A is not available to work on the case. The customer service manager moves the case to the queue for User B .
Which of the following statements is true?

• A.The case is not moved to the queue for User B until User A approves the move.
• B.User B now owns the case.
• C.The customer service manager now owns the case.
• D.User A still owns the case, but the case is located in the queue for UserB .

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