Question 1

You are a customer service manager for a company using Dynamics 365 for Customer Service.

You need to set up queues to manage support. You assign a team to each queue.

What type of queue should you configure?

Options :

A : Personal

B : Private

C : Business unit

D : Public

Answer: B

Question 2

A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access.

Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.

You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.

What should you do?

Options :

A : Set product privileges to Basic for the agents.

B : Configure the site map subarea privileges of the product table.

C : Set product privileges to Local for the agents.

D : Configure the site map to remove the subarea where the product is displayed.

Answer: D

Question 3

You need to add the confirmation step for cases.

What should you edit?

Options :

A : Common Data Service

B : Business process flow

C : Workflow

D : Power Automate

E : Environment

Answer: B

Question 4

A company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty. The new

product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the

ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.

What should you do?

Options :

A : Create a new resource characteristic.

B : Create a routing rule.

C : Create a new work stream for each channel.

D : Add the new channel to the existing work stream.

Answer: D

Question 5

Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional

questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

Options :

A : Branching rule

B : Multiple-page survey

C : Multiple answer

D : Post-survey message

Answer: A