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 send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A.Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
• B.Run the survey summary report. Send a link to the report from within Dynamics 365.
• C.Create a dashboard of the survey summary reports and share the dashboards with the users.
• D.Create a view with the data, and then email a link.
• E.Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

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A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.
The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.
You need to perform the configuration.
Which configuration should you use? To answer, select the appropriate configurations in the answer are a.
NOTE: Each correct selection is worth one point.

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics

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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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.
Does the solution meet the goal?

• A.Yes
• B.No

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You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A.Add an Unsubscribe check box after each question.
• B.Set the Allow unsubscribe setting to Yes.
• C.Give users the option to unsubscribe from different features of the survey.
• D.Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

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