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NEW QUESTION 1
You need to search for a specific knowledge base article by number.
Which two options can you use? Each correct answer presents a complete solution.
- A. Service Area
- B. Relevance Search
- C. Categorized Search
- D. Article Template Quick Find
Answer: AC
NEW QUESTION 2
You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? Each correct answer presents a complete solution.
- A. Escalate By
- B. Resolve By
- C. First Response By
- D. Close By
Answer: BC
NEW QUESTION 3
You have two similar cases. One case is named Case1 and the other is named Case2 Each case has a different parent case. You attempt to merge Case1 into Case2. What is
the result to the merge process?
- A. Case1 is merged into Case2 Activities and notes are combined under Case2.
- B. The cases will not merg
- C. Both cases will become child cases of the parent for Case2
- D. The cases will not merg
- E. Each case will remain parented to their original records.
- F. Case1 is merged into Case2 Activities and notes are combined under Case1.
Answer: C
NEW QUESTION 4
You need to provide quick ad-hoc analysis of data from within the Microsoft Dynamics 365 environment Which Export to Excel option should you use?
- A. Excel Online
- B. static worksheet
- C. dynamic worksheet
- D. dynamic pivot table
Answer: A
NEW QUESTION 5
You attempt to delete a queue in Microsoft Dynamics 365. You are not able to delete the queue.
What are two possible reasons why you cannot delete the queue? Each correct answer presents a complete solution.
- A. The queue contains a queue item.
- B. The queue has a designated email address.
- C. The queue is referenced by a routing rule.
- D. The queue has a team owner.
Answer: AC
NEW QUESTION 6
You use the Field Service application.
You need to track users and equipment that are available for scheduling. Which resource type should you use?
- A. Bookable Resource
- B. Warehouse Resource
- C. Resource Group
- D. Web Resource
Answer: A
NEW QUESTION 7
What are the states a knowledge base article can be in?
- A. Activ
- B. Approved, Draft, Inactive, or Scheduled
- C. Active or Inactive
- D. Approved, Archived, Discarded, Draf
- E. Expired, or Scheduled
- F. Approved, Cancelle
- G. Draft Expire
- H. On Hold, or Scheduled
Answer: C
NEW QUESTION 8
You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to update a work order to indicate that you are traveling to the client Which field in the Field Service mobile app should you update?
- A. Booking Status
- B. Start Time
- C. Actual Arrival Time
- D. System Status
Answer: A
NEW QUESTION 9
Your organization's Microsoft Dynamics 365 application is configured with the default setting for parent and child case You need to resolve a parent case.
Which statement is true?
- A. All child cases are automatically resolved when you resolve a parent case.
- B. You must resolve each child case before you can resolve the parent case.
- C. You must merge the parent and child cases before resolving the case.
- D. You can resolve the parent and child cases independently of each other.
Answer: D
NEW QUESTION 10
Your organization has a custom entity.
You need to ensure that the custom entity is available from the interactive service hub. Which setting for the entity should you modify?
- A. Enable for knowledge management
- B. Enable for mobile
- C. Enable for interactive experience
- D. Enable for SLA
Answer: C
NEW QUESTION 11
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. 75 percent of cases created by the customer must be created by using emai
- B. Remaining cases cannot be created until another channel is added to the entitlement
- C. 25 percent of cases created by the customer must be created by using emai
- D. The remaining cases may be created with any other channel.
- E. All cases created by the customer must be created by using email.
- F. 75 percent of cases created by the customer must be created by using emai
- G. The remaining cases may be created with any other channel.
Answer: B
NEW QUESTION 12
Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.
- A. Cancel Case
- B. Send Email
- C. Assign to User/Team
- D. Route to Queue
Answer: CD
NEW QUESTION 13
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. Use the update article option.B . Revert the article to draft status, fix the error, and then republish the article.
- B. Delete and recreate the article.
- C. Publish a minor revision to the article.
Answer: A
NEW QUESTION 14
You create and activate an entitlement. The start and end dates for the entitlement are in the future. What is the status of the entitlement?
- A. Not started
- B. On Hold
- C. Pending
- D. Waiting
Answer: D
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.
NEW QUESTION 15
You need to merge eight similar cases. Which of the following statements is true?
- A. You can merge all eight cases at the same time.
- B. You can only merge the cases if a parent/child relationship exists between the cases.
- C. You can only merge two cases at a time.
- D. You can only merge the cases if all related activities are closed.
Answer: A
Explanation: From the 81057AE_DYN365_AE_ENUS_01_CompanionGuide: “In addition, it's important to know that by default you can merge up to 10 cases at a time.”
NEW QUESTION 16
Which of the following capabilities is only available when using enhanced SLAs?
- A. pause an SLA
- B. use security roles to control SLA creation
- C. track Key Performance Indicators (KPIs)
- D. define failure actions
Answer: A
NEW QUESTION 17
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: A
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