NEW QUESTION NO: 7
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?
A. 25 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.
B. 75 percent of cases created by the customer must be created by using email. Remaining cases cannot be created until another channel is added to the entitlement.
C. 75 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.
D. All cases created by the customer must be created by using email.
Answer: C

NEW QUESTION NO: 8
You configure an organization to use entitlements. No customization has been applied.
You need to associate an entitlement with a case record.
Which option is displayed in the entitlement lookup field on the case record?
A. Only active entitlements associated with the case customer.
B. All entitlements associated with the customer and contact.
C. All active entitlements associated with the customer and contact.
D. Only active entitlements associated with the case contact.
Answer: B

NEW QUESTION NO: 9
You install Microsoft Dynamics 365.
Which three knowledge base article templates are available?
Each correct answer presents a complete solution.
A. Coverage Dates
B. Case Escalation
C. Solution to a Problem
D. Procedure
E. Standard KB Article
Answer: A,D,E

NEW QUESTION NO: 10
You are creating a new knowledge base article about a known product defect.
After publishing the article, you discover an inaccuracy.
You need to correct the issue while maintaining a traceable history of what was published.
What should you do?
A. Revert the article to draft status, fix the error, and then republish the article.
B. Delete and recreate the article.
C. Use the update article option.
D. Publish a minor revision to the article.
Answer: D

NEW QUESTION NO: 11
What is a limitation of the Field Service mobile app?
A. Windows 10 phones do not support the app.
B. You cannot create follow-ups.
C. You cannot work offline.
D. GPS locations are not available.
Answer: B

NEW QUESTION NO: 12
You create a queue and assign it to a team. Which type of queue is created?
A. Escalation
B. Personal
C. System
D. Shared
Answer: D

NEW QUESTION NO: 13
You pick a case from a queue.
You determine that you cannot resolve the case, and plan to release the case back to the queue.
What effect does releasing the case to the queue have on record ownership?
A. Ownership remains unchanged.
B. Ownership is assigned based on the current routing rule.
C. Ownership is reverted to the previous owner.
D. Ownership of the record is assigned to the queue owner.
Answer: B
Explanation/Reference:

NEW QUESTION NO: 14
You have a Microsoft Dynamics 365 environment. You implement Field Service.
A user named User1 is creating an agreement. User1 attempts to set the agreement booking dates and agreement invoice dates but reports that the options are disabled.
You need to resolve the issue.
What should you do?
A. Add the Customer Service Representative role to User1.
B. Set the work order duration.
C. Set the agreement status to Active.
D. In System Settings, set the Fiscal Year End.
Answer: D

NEW QUESTION NO: 15
You are attempting to resolve a case.
For which situation will the system display a prompt before reaching the Case Resolution window?
A. The case has an open activity.
B. The customer will exceed their entitlement allotment.
C. The case has an open parent case.
D. The case has a service-level agreement (SLA) that was not met.
Answer: A

NEW QUESTION NO: 16
Your organization plans to use Voice of the Customer to send surveys to select groups of customers. You need to customize branding colors and logos for the surveys.
What should you do?
A. Modify Microsoft Dynamics 365 themes.
B. Modify Voice of the Customer survey themes.
C. Update Voice of the Customer piped data.
D. Configure system settings.
Answer: C

NEW QUESTION NO: 17
You plan to create surveys for a multinational company that manages hotels. You must create a unique survey for each hotel location.
Which statement is true?
A. You can capture up to 10,000 survey responses per day.
B. You can publish a maximum of 200 surveys.
C. All surveys must use the same theme.
D. You can store unlimited survey responses over time.
Answer: A