FREE Introduction to Microsoft Dynamics 365 Customer Consultant Questions and Answers
You work as a help desk agent for a company that makes use of Dynamics 365 Customer Service.
Users must look for related cases within the system. The default settings haven't been altered in any way.
Which search options are accessible by default must be determined.
Which two search options are offered?
Please select 2 correct answers
By leveraging these two search features, Advanced Find and Quick Find, users can effectively search for similar cases in Dynamics 365 Customer Service. Whether they require more advanced and specific searches using Advanced Find or quick searches based on keywords using Quick Find, these features provide the flexibility and functionality needed to locate relevant cases within the system.
Dynamics 365 Customer Service is employed by a business.
You are setting up sophisticated similarity rules. Making an exact match for the Modified On field in the Match Fields tab allows you to construct a similarity rule on cases.
You put the rule to the test and find that no exact matches show up.
You must ascertain the cause of the rule's failure.
What are the two potential causes for the rule's failure?
Please select 2 correct answers
By investigating and addressing these potential reasons, you can determine why the similarity rule is not working and take the necessary steps to resolve the issue.
For a case entity, you are setting up a business process flow.
A review flag must be placed on each case.
The business process flow needs to be configured in its entirety.
Solution: Create an action that adds the text Ready for review to the case subject and creates a task record with the case reviewer's assignment on it.
If so, does it achieve the desired result?
The solution meets the goal of flagging all cases for review in the business process flow for the case entity.
By creating an action that generates a task record assigned to the case reviewer and appends the text "Ready for review" to the case topic, you are implementing a mechanism to flag the cases for review.
You are setting up a case entity's business process flow.
Every case needs to be marked for inspection.
The business process flow configuration has to be finished.
Solution: Change the action's input parameter type to Option set.
Is the aim being met by the solution?
No, the solution does not meet the goal. Setting the input parameter type as an Option set for the action does not address the requirement of flagging all cases for review. An option set input parameter is used to select a predefined option from a list, but it does not automatically flag all cases for review.
The administrator of Dynamics 365 Customer Service, you. Cases are created automatically from emails.
Emails are reportedly no longer being turned into cases, according to users.
What might be the reason?
The possible cause for emails not being converted to cases in Dynamics 365 Customer Service could be that the workflow process responsible for this conversion has been deactivated.
When emails are automatically converted to cases, it is typically achieved through a workflow process that triggers the conversion based on certain conditions or rules. If this workflow process is deactivated, the system will no longer convert emails to cases automatically.
For a consumer, you establish a default entitlement.
You must make sure that a case is automatically associated with the default entitlement.
What are the two potential means through which this can be done?
Please select 2 correct answers
By updating the customer, contact, or product field on an existing case, the default entitlement will automatically be associated with that case, streamlining the process and ensuring accurate entitlement assignment.
Business process flows must be developed.
What three entities are you able to use?
Please select 3 correct answers
By creating business process flows for these entities, you can streamline and automate the workflows associated with handling cases, managing letters, and engaging with customers on social media platforms. This helps improve efficiency, consistency, and customer service quality within your organization.