Question 1

A customer service organization plans to implement knowledge management for a custom entity named Root

Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested

knowledge articles.

You need to configure Dynamics 365 for Customer Service.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options :

A : Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

B : Add a lookup to the article entity.

C : In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

D : In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

E : In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Answer: A,C

Question 2

You need to consider the underlined segment to establish whether it is accurate.

A customer service manager requires the Append access level to add new entitlement templates for customer

service representatives.

Options :

A : No adjustment required.

B : Organization

C : Business unit

D : Remove

Answer: B

Question 3

You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor

smart light bulbs to its customers. Each bulb includes an IoT sensor with LTE capabilities.

When a light bulb begins to fail, the IoT sensor must create a work order to send the customer a replacement

bulb.

You implement Connected Customer Service with Azure IoT Central and Power Automate, but work orders are

not generated.

You need to ensure that work orders are generated.

What must you set for each bulb?

Options :

A : Contact

B : Master device

C : Customer account

D : Parent device

Answer: C

Question 4

You are a help desk representative for an organization using Dynamics 365 Customer Service.

Users need to search within the system for similar cases. None of the out-of-the-box settings have been

changed.

You need to determine which search features are available for use by default.

Which two search features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options :

A : Advanced Find

B : Quick Find

C : Relevance Search

D : Full-text Quick Find

Answer: A,B

Question 5

A company uses Omnichannel for Customer Service.

The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a

customer starts a chat session.

You need to set up the prerequisites for the Power Virtual Agents.

Which three technologies should you set up? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options :

A : Work stream

B : Queues

C : Azure Application ID

D : Chat widget

E : Chatbot

Answer: A,B,C