You use the automatic creation and update rule feature to create case records automatically.
Which three source record types are available for automatically creating a case? Each correct answer presents a complete solution.

• A.social activity
• B.mailbox alert
• C.survey activity
• D.auto post
• E.booking alert

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Hotspot Question
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi- summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case- resolutions

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You are a customer service agent in a call center.
AH customer service agents use Unified Service Desk (USD) to respond to calls.
You need to respond to two calls from two different customers at the same time.
What should you do?

• A.Create one session for each customer.
• B.Create one session and add each customer to the related customer sub grid.
• C.Create one session and add each customer to a separate section on the form.
• D.Create two sessions and use connections to create a relationship between them.

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A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.
You need to advise the customer on how to display the data.
What should the customer use?

• A.lead and opportunity data from Common Data Service
• B.call intelligence data from Common Data Service
• C.ding web search for data creation data in Common Data Service
• D.data integration data maps With Common Data Service

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You need to meet the automatic case creation requirements.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/

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