NO.55 Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Set the input parameter type as Option set for the action.
Does the solution meet the goal?

NO.56 A company implements Dynamics 365 Customer Service.
You are setting up scheduling to dispatch repair technicians. You encounter the following issues:
You are unable to create a new organizational unit.
Repair technicians are accidentally scheduled to work on days when company is on holiday.
RepairTechnicianA does not appear on the schedule for Fridays for any issue.
You need to resolve the issues.
What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

NO.57 Which of the following capabilities is only available when using enhanced SLAs?

NO.58 You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE:Each correct selection is worth one point.

NO.59 You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.60 You need to add SLA timers to the Case form.
Which two options should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

NO.61 What should managers use to perform weekly reviews with case representatives?

NO.62 You create a service level agreement (SLA) that wilt fail after seven days.
You select a service calendar that uses 24-hour work days and no holidays.
Saturday and Sunday are configured to be non-working days.
If no action is taken, how many calendar days can pass before the SLA fails?

NO.63 You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software.
You need to ensure the customer allotment is not affected by this case.
What should you do?

NO.64 You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?

NO.65 You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

NO.66 Hotspot Question
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

NO.67 Drag and Drop Question
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

NO.68 Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?

NO.69 You are a Dynamics 365 forCustomer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in theanswer area.
NOTE:Each correct selection is worth one point.

NO.70 You are integrating Power Virtual Agents with Omnichannel for Customer Service.
You create context variables.
You need to complete the handoff process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.