A company has a Dynamics 365 Customer Service implementation that uses the voice channel feature.
Supervisors need to review reports to see how the representatives are performing on the following metrics:
* Percentage of calls that are answered within 30 seconds in the previous four hours.
* Number of calls that are rejected by each representative in the previous four hours.
You need to change the configuration of reports to ensure that they default to the requirements.
Which reports should you configure? To answer, drag the appropriate reports to the correct metrics. Each report 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.

You create an entitlement for a customer. In the channels section of the entitlements page, you add email and assign 75 percent of the allocation to email.
Which of the following statements is true?

You have a Microsoft Dynamics 365 environment.
You implement Field Service.
You need to check the work order instructions in the Field Service mobile app.
Which tab on the work order contains instructions?

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?

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?