Question 106
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.
The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.
The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.
The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.
You need to determine the call center's deadline for the SLA.
When will the call center miss their SLA?
The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.
The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.
The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.
You need to determine the call center's deadline for the SLA.
When will the call center miss their SLA?
Question 107
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
Question 108
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Question 109
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Question 110
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worthone point.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worthone point.
