3.1 Explore Dynamics 365 Customer Service

The skill “Explore Dynamics 365 Customer Service” is a part of the “Describe Dynamics 365 Customer Service” topic under the MB-910 exam. This skill focuses on understanding the different use cases and functionalities of Dynamics 365 Customer Service.

To explore Dynamics 365 Customer Service, you should be able to describe the different use cases for this application, such as managing cases, tickets, and inquiries from customers. You should also be familiar with the functionality for workload management, including how to assign cases to different teams or agents based on their skill sets and availability.

Additionally, you should be able to describe the Knowledge Management features in Dynamics 365 Customer Service, including how to create and manage knowledge articles that can be used to provide consistent and accurate information to customers.

You should also have an understanding of the case lifecycle in Dynamics 365 Customer Service, including how to set service-level agreements (SLAs) and entitlements, and how to track the progress of cases through different stages.

Overall, the skill “Explore Dynamics 365 Customer Service” covers the foundational concepts and functionalities of Dynamics 365 Customer Service, and is essential for anyone preparing for the MB-910 exam.

Time limit: 0

آزمون Summary

0 of 18 Questions completed

Questions:

Information

You have already completed the آزمون before. Hence you can not start it again.

آزمون is loading…

You must sign in or sign up to start the آزمون.

You must first complete the following:

Results

آزمون complete. Results are being recorded.

Results

0 of 18 Questions answered correctly

Your time:

Time has elapsed

You have reached 0 of 0 point(s), (0)

Earned Point(s): 0 of 0, (0)
0 Essay(s) Pending (Possible Point(s): 0)

Categories

Not categorized 0%

Review
Answered
Correct
Incorrect

پرسش 1 of 18

1. Question

A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons. Temporary employees take much longer to resolve cases than seasoned employees. You need to recommend features that
will help employees find information needed to resolve cases.
Which two options should you recommend? (Select two.)

Knowledge base with Relevance search
Correct Incorrect Correct answer

Parent and Child case settings
Correct Incorrect Correct answer

Case management with Related Similar cases
Correct Incorrect Correct answer

Routing rule sets
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
پرسش 2 of 18

2. Question

A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.

Knowledge article authors can attach pictures to knowledge articles.

Yes
Correct Incorrect Correct answer

No
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-userguide-knowledge-article
پرسش 3 of 18

3. Question

A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.

Knowledge articles are available to others immediately after an agent creates and saves them.

Yes
Correct Incorrect Correct answer

No
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-userguide-knowledge-article
پرسش 4 of 18

4. Question

A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.

Seasonal articles can be removed from circulation after a certain date.

Yes
Correct Incorrect Correct answer

No
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-userguide-knowledge-article
پرسش 5 of 18

5. Question

A company provides roadside assistance for disabled automobiles. The company enacts a policy that specifies a 30-minute response time for all requests for assistance. You need to ensure that data about assistance crew response times is captured correctly.
For what type of object should you define details? (To answer, select the appropriate option in the answer area.)

Defining the details for the xxxxxxxx

Entitlement
Correct Incorrect Correct answer

First Response By KPI.
Correct Incorrect Correct answer

Service -level agreement.
Correct Incorrect Correct answer

Customer service schedule.
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

پرسش 6 of 18

6. Question

Match the rulesets on the left to the correct descriptions on the right.

Sort elements

Automatically assign a case to the right agent.
Categorize cases based on products and agents can access it.
Automatically convert a service activity to a case.

Routing Rules

Correct Incorrect Correct answer

Queue

Correct Incorrect Correct answer

Automatically record creation and update rules

Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://learn.microsoft.com/dynamics365/customer-service/create-rules-automatically-route-caseshttps://learn.microsoft.com/dynamics365/customer-service/automatically-create-update-records

پرسش 7 of 18

7. Question

A company plans to deploy Dynamics 365 Customer Service and integrate it with two proprietary apps. The company does not have a virtual private network (VPN) or secure network.
Which two reasons require deploying the app to a private cloud? (Select two.)

You have an application that only runs on a legacy operating system.
Correct Incorrect Correct answer

Your company has very strict legal and compliance requirements.
Correct Incorrect Correct answer

You do not have an IT security specialist onsite.
Correct Incorrect Correct answer

You do not have access to the internet while working on company computers.
Correct Incorrect Correct answer

Correct

Incorrect
پرسش 8 of 18

8. Question

A company is using Dynamics 365 Customer Service to manage their cases. The company created an entitlement with a future start date.

What will be the status of the entitlement when you activate the entitlement?

Waiting
Correct Incorrect Correct answer

Active
Correct Incorrect Correct answer

Draft
Correct Incorrect Correct answer

Cancelled
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://learn.microsoft.com/en-us/training/modules/creating-and-managing-entitlements-in-dynamics-365/2-creating-entitlement-records
پرسش 9 of 18

9. Question

A company has four territory managers. Ten salespeople report to each manager. Territory managers need to be able to see records related to each salesperson that they manage.
Salespeople must be able to see only their own records.
What should you implement?

Active Directory groups
Correct Incorrect Correct answer

Role-based security
Correct Incorrect Correct answer

App-based security
Correct Incorrect Correct answer

Field-level security
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/learn/modules/recognize-dynamics-365-security/6-securitymodel-driven-apps
پرسش 10 of 18

10. Question

You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service. You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?

Project task
Correct Incorrect Correct answer

Task
Correct Incorrect Correct answer

Entitlement
Correct Incorrect Correct answer

Work order
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-userguide-create-a-case
پرسش 11 of 18

11. Question

A company uses Dynamics 365 Customer Service. The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.

Which statement describes what happens when a case item is released from the queue?

The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
Correct Incorrect Correct answer

The case is removed from all queues.
Correct Incorrect Correct answer

The case is removed from the agent’s personal queue and returned to the original support queue.
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://doc.microsoft.com/en-us/training/modules/using-dynamics-365-queues-to-manage-case-workloads/4-working-with-queues

پرسش 12 of 18

12. Question

A company plans to implement Dynamics 365 Customer Service. Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. (To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all.)

Sort elements

Case
Queue
Service-level agreement
–
Entitlement

Details related to inquiries or issues reported by a customer.

Correct Incorrect Correct answer

Mechanism for categorizing and prioritizing records.

Correct Incorrect Correct answer

Description and performance measurement of services to be delivered.

Correct Incorrect Correct answer

Level and terms of support that are sepecific to a customer.

Correct Incorrect Correct answer

Information that can be used to respond to customer inquiries or issues.

Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customerservice/2-core-components

پرسش 13 of 18

13. Question

You plan to implement Dynamics 365 Customer Service.

For each of the following statements, select Yes if then statement is true. Otherwise, select No.

You must install the knowledge base solution before the knowledge base feature is available in Dynamics 365 Customer Service.

Yes
Correct Incorrect Correct answer

No
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license
پرسش 14 of 18

14. Question

You plan to implement Dynamics 365 Customer Service.

For each of the following statements, select Yes if then statement is true. Otherwise, select No.

Omnichannel for Customer Service is automatically installed when you install Dynamics 365 Customer Service.

Yes
Correct Incorrect Correct answer

No
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license
پرسش 15 of 18

15. Question

You manage a call center for a company that uses Dynamics 365 Customer Service. The call center’s customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year. You need to help the customer service
manager make the changes.
Which status indicates that an entitlement must be renewed?

Draft
Correct Incorrect Correct answer

Waiting
Correct Incorrect Correct answer

Active
Correct Incorrect Correct answer

Canceled
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-definesupport-terms-customer#renew-an-entitlement
پرسش 16 of 18

16. Question

A company plans to implement Dynamics 365 Customer Service. The company wants to use the system to determine when customers are having an issue and need help. You need to track customer issues until the issues are resolved.
What should you create?

opportunity
Correct Incorrect Correct answer

contact
Correct Incorrect Correct answer

case
Correct Incorrect Correct answer

quote
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customerservice/2-core-components
پرسش 17 of 18

17. Question

A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday. The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).

You need to configure the system to ensure that the company meets SLA agreements.
Which products should you use? (To answer, select the appropriate options in the answer area.)

Configure the system to account for the impact of holidays on SLA response time.

Dynamics 365 Sales
Correct Incorrect Correct answer

Dynamics 365 Customer Service
Correct Incorrect Correct answer

Dynamics 365 Marketing
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule

https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-withuniversal-resource-scheduling
پرسش 18 of 18

18. Question

A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday. The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).

You need to configure the system to ensure that the company meets SLA agreements.
Which products should you use? (To answer, select the appropriate options in the answer area.)

Schedule a service representative in the correct department and time zone to address the customer issue.

Bookings
Correct Incorrect Correct answer

Resource Management homepage
Correct Incorrect Correct answer

Universal Resource Scheduling
Correct Incorrect Correct answer

Correct

Incorrect

Hint

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule

https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-withuniversal-resource-scheduling

3.1 Explore Dynamics 365 Customer Service

آزمون Summary

Information

Results

Results

Categories

1. Question

Hint

2. Question

Hint

3. Question

Hint

4. Question

Hint

5. Question

Hint

6. Question

Sort elements

Hint

7. Question

8. Question

Hint

9. Question

Hint

10. Question

Hint

11. Question

Hint

12. Question

Sort elements

Hint

13. Question

Hint

14. Question

Hint

15. Question

Hint

16. Question

Hint

17. Question

Hint

18. Question

Hint