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NEW QUESTION 29
Hotspot Question
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey
NEW QUESTION 30
You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?
- A. The Products or Contact field values have not been configured before activation.
- B. The end date of the entitlement has been incorrectly configured to a date that has already passed.
- C. The start date of the entitlement is in the future.
- D. The entitlement has expired and is awaiting renewal.
Answer: C
Explanation:
If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
NEW QUESTION 31
You are implementing Dynamics 365 Customer Service Insights.
The product manager would like to see product sales trends by age group. The groupings are as follows:
– Ages 18 and younger
– Ages 19-25
– Ages 26-40
– Ages 41-55
– Ages 56 and older
You need to configure the system.
What should you define?
- A. segment
- B. activity
- C. measure
- D. member
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures
NEW QUESTION 32
You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.
Users report that emails are no longer being converted to cases.
What is the possible cause?
- A. Your user ID does not have permission to run the process effectively.
- B. The Dynamics Flow process is not running.
- C. The solution has not been published.
- D. The workflow process has been deactivated.
Answer: D
Explanation:
When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in context to the permissions that the owner of the case creation rule has.
Note: A workflow can only be activated or deactivated by the workflow owner or by someone with the Act on Behalf of Another User privilege such as the system administrator.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
NEW QUESTION 33
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