A company is implementing Dynamics 365 Customer Service to support its help desk function. Customers will submit support request tickets by using a self-service portal. The portal will require them to state their contact details, postal address, and their problem.
The help desk teams are situated in Canada and India. The company distributes products globally.
The company requires a service-level agreement (SLA) that meets the following conditions:
* If the customer resides in Canada, their ticket must be responded to within an hour and resolved within three working days.
* If the customer resides anywhere else in the world, their ticket must be responded to within two hours and resolved within five working days.
* If a case for a customer outside of Canada is not resolved in time, an email must be sent to the global customer service manager.
* Both response time and resolved-by times must be tracked against all cases without using entitlements.
You need to configure the SLA.
On which records should you perform the actions? To answer, move the appropriate records to the correct actions. You may use each record once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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 are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?

You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.