FREE Microsoft Dynamics 365 Customer Consultant MCQ Questions and Answers
The role of System Customizer is given to you. You download a business process flow for Dynamics 365 Customer Service from Microsoft AppSource. The entity is not selected when you try to use the new flow on activities.
The new flow of activities must be used. What ought you to do?
By modifying the Activity entity and enabling the use of business process flows, you can make the entity selectable for the newly installed Dynamics 365 Customer Service business process flow. This allows you to utilize the flow on activities such as emails, tasks, appointments, and other relevant entities within the system.
Dynamics 365 is the system you use for customer service. The procedure of adding cases to a queue must be automated. What ought you to do?
To automate the process of adding cases to a queue in Dynamics 365 for Customer Service, you should use routing rules.
Routing rules allow you to define criteria and conditions for automatically routing cases to specific queues based on predefined rules. By configuring routing rules, you can automate the assignment of cases to the appropriate queues, ensuring that they are directed to the right teams or individuals for handling.
Which of the following features is restricted to enhanced SLA use?
The capability to track Key Performance Indicators (KPIs) is only available when using enhanced SLAs in Dynamics 365 Customer Service.
Dynamics 365 for Customer Service is implemented by a business. A case is given to you. By mistake, you close the case before finishing your task.
You must make sure you have the resources to continue working on the case. What ought you to do?
To ensure that you can continue working on a case that you accidentally closed in Dynamics 365 for Customer Service, you should reactivate the case.
In Dynamics 365, you are setting up a single business process flow for customer service. Designing the business process flow is necessary.
What ought you to do?
Please select 2 correct answers
Both "Send Email" and "Assign to User/Team" are valid routing rule actions in Dynamics 365 for Customer Service.
You start a case for a client who has a right. It was necessary to immediately reduce the remaining entitlement terms, but this did not happen. You have to fix this problem.
What ought you to do?
By correctly setting the allocation type to "Immediately" for the entitlement in Dynamics 365 for Customer Service, the remaining entitlement terms will be decremented as soon as a case is opened for the customer. This resolves the issue and ensures accurate tracking of the entitlement utilization.
It is important to make sure that claim disputes follow the specified case life cycle. What settings should you make?
To ensure that claim disputes conform to the defined case life cycle in Dynamics 365 for Customer Service, you should configure Status Reason Transitions.
Status Reason Transitions allow you to define the valid transitions between different status reasons within a case entity. By configuring these transitions, you can enforce the defined case life cycle and ensure that claim disputes follow the expected progression.