Microsoft Dynamics 365 Customer Service Functional Consultant
Last Update Dec 1, 2023
Total Questions : 266
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You manage Dynamics 365 Customer Service. You have a routing rule set namedCustomerResolutionthat assigns general inquiry cases to a queue namedGeneralInquiry.
You need to assign technical support cases to a queue namedTechSupport.
Which four 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.
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle
A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable
You need to make the Account columns available to the Bicycles table.
What should you configure?