Question 1

You are a Dynamics 365 Customer Service administrator.

Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email

support only. Phone support is offered as a premium service in allotments of 10 incidents.

You need to set up an entitlement template for the standard support.

What should you configure?

Options :

A :

Set the value of the Total Terms field for an entitlement to 50. Set the entitlement channel option to Email.

Set the value of the Total terms value to 20.

B : Set the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

C :

Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email.

Set the value of the Total terms field to 0.

Add the Phone option.

Set the value of the Total Terms field to 10.

D :

Set up an entitlement record for each account. Set the value of the Total Terms field to 20. Set the

entitlement channel to Web.

Set the value of the Total Terms field to 20.

Answer: B

Question 2

You are responsible for designing surveys via Voice of the Customer (VoC).

You want to make sure that the design allows for questions to be shown or hidden according to answer

selected.

You include Client-side routing in the design.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: A

Question 3

You are integrating Power Virtual Agents with Omnichannel for Customer Service.

You create context variables.

You need to complete the handoff process to a human agent.

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

NOTE: Each correct selection is worth one point.

Options :

A : In Power Virtual Agents, enter the Power Virtual Agents Application ID.

B : In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

C : In the Omnichannel Administration app, add a user as a virtual agent.

D : In Power Virtual Agents, disable the Teams channel.

E : In Power Virtual Agents, select Transfer to agent.

Answer: A,B

Question 4

You are responsible for creating surveys via Voice of the Customer (VoC).

You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer

want to receive them.

You add an unsubscribe link to the email message.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: A

Question 5

You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the

entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

Options :

A : The Products or Contact field values have not been configured before activation.

B : The start date of the entitlement is in the future.

C : The entitlement has expired and is awaiting renewal.

D : The end date of the entitlement has been incorrectly configured to a date that has already passed.

Answer: B