Hotspot Question
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
- The system must automatically ask questions before the chat begins.
- Credit card information that a customer enters in a chat must not be
visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Hotspot Question
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.
Does the solution meet the goal?

You need to configure the system to notify managers about unhappy patients.
What should you do?

You plan to create an entitlement template.
You need to identify which types of records can be associated to the template.
What are the possible record types that you can associate to the template? Each correct answer presents a complete solution.