Question 221
You are demonstrating the Microsoft Teams integration capability for calling. You use a Dynamics 365 Customer Service sandbox environment for the demonstration. SharePoint Online integration is configured for the environment.
After the demonstration, the attendees require the following information:
* How to enable the feature in the live environment
* Where call recordings are saved
* How to initiate calls with new customers
You need to address the user questions.
How should you address each question? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
After the demonstration, the attendees require the following information:
* How to enable the feature in the live environment
* Where call recordings are saved
* How to initiate calls with new customers
You need to address the user questions.
How should you address each question? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 222
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 223
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Question 224
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
* Specify the model of the bicycle.
* Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.
Support representatives must be able to:
* Specify the model of the bicycle.
* Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.
Question 225
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
