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Download Microsoft Dynamics 365 Customer Service Functional Consultant Exam Dumps

NEW QUESTION 41
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?

  • A. Span the process across 10 unique entities.
  • B. Use 40 steps per stage.
  • C. Merge peer branches to a single stage when merging branches.
  • D. Combine multiple conditions in a rule by using both the AND and OR operators.

Answer: C

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-processflows-branching

 

NEW QUESTION 42
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.

  • A. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
  • B. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
  • C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
  • D. Add a lookup to the article entity.
  • E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Answer: A,B,E

 

NEW QUESTION 43
Drag and Drop Question
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel

 

NEW QUESTION 44
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

  • A. Request an administrator to add the SLA field to the entity form
  • B. Activate the SLA
  • C. Configure the scope of the workflow
  • D. Publish the on-demand SLA

Answer: A

Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements

 

NEW QUESTION 45
……

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