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Microsoft Dynamics 365 for Customer Service

Question No: 41 – (Topic 1)

You are attempting to resolve a case.

For which situation will the system display a prompt before reaching the Case Resolution window?

  1. The case has a service-level agreement (SLA) that was not met.

  2. The case has an open activity.

  3. The customer will exceed their entitlement allotment

  4. The case has an open parent case.

Answer: B

Question No: 42 – (Topic 1)

Which of the following records can you convert into a case?

  1. task

  2. queue

  3. lead

  4. opportunity

Answer: A

Question No: 43 – (Topic 1)

You have a Microsoft Dynamics 365 environment You implement Field Service. You need to set up a service task type.

Which three fields, components, or relationships are available when you create a new service task type? Each correct answer presents a complete solution.

  1. Description

  2. Notes

  3. Field Agent

  4. Estimated Duration

  5. Work Order Duration

Answer: A,B,C

Question No: 44 – (Topic 1)

You ship a replacement part to a customer.

The customer reports that they receive the incorrect part.

You need to initiate a process to return the product to the warehouse. What should you do?

  1. Create a new return merchandise authorization (RMA) record.

  2. Create a new return to vendor (RTV) record.

  3. Create a new Agreement record.

  4. Create a new Inventory Adjustment record.

Answer: A

Question No: 45 – (Topic 1)

You are creating a new knowledge base article about a known product defect After publishing the article, you discover an inaccuracy.

You need to correct the issue while maintaining a traceable history of what was published. What should you do?

  1. Use the update article option.

    B . Revert the article to draft status, fix the error, and then republish the article.

  2. Delete and recreate the article.

  3. Publish a minor revision to the article.

Answer: A

Question No: 46 – (Topic 1)

You need to provide quick ad-hoc analysis of data from within the Microsoft Dynamics 365 environment Which Export to Excel option should you use?

  1. Excel Online

  2. static worksheet

  3. dynamic worksheet

  4. dynamic pivot table

Answer: A

Question No: 47 – (Topic 1)

Which of the following capabilities is only available when using enhanced SLAs?

  1. pause an SLA

  2. use security roles to control SLA creation

  3. track Key Performance Indicators (KPIs)

  4. define failure actions

Answer: A

Question No: 48 – (Topic 1)

You have a Microsoft Dynamics 365 environment that has no customization*. You are working in the interactive service hub with a single-stream dashboard for cases.

Which option can you use to filter cases?

  1. Business process stage

  2. T.tle

  3. Product

  4. Category

Answer: C

Topic 2, Exam Pool 2

Question No: 49 – (Topic 2)

Your organization uses the interactive service hub to manage cases. You need to interact with records in a stream that displays active cases.

Which two actions can you perform? Each correct answer presents a complete solution.

  1. Add to Queue

  2. Email a Link

  3. Send Direct Email

  4. Do Not Decrement Entitlement Terms

Answer: A,D

Question No: 50 – (Topic 2)

You create a Voice of the Customer survey.

You need to configure an automatic response each time a customer completes the survey. Which feature or component should you use?

  1. rule

  2. piped data

  3. linked question

  4. Microsoft Azure Content Delivery Network (CDN)

Answer: A

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