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: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?

• A.Yes
• B.No

Comment: *

Name: *

Email: *

Verification: *

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.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?

• A.Yes
• B.No

Comment: *

Name: *

Email: *

Verification: *

You set a default entitlement for a customer.
You need to ensure that the default entitlement is automatically associated with a case.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A.Create a case.
• B.Update the customer, contact, or product field on an existing case.
• C.Update the description field on an existing case.
• D.Add an activity to an existing case.

Comment: *

Name: *

Email: *

Verification: *

Hotspot Question
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure 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.

Correct Answer:

Comment: *

Name: *

Email: *

Verification: *

You are creating a Power Virtual Agents chatbot to handle common customer inquiries.
A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.
You need to determine why the node is inactive.
What should you use?

• A.Maker portal
• B.Supervisor dashboard
• C.Test bot pane
• D.Topic checker

Comment: *

Name: *

Email: *

Verification: *