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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q133-Q138):

NEW QUESTION # 133
A company implements Customer Service
You enable Customer Service historical analytics.
You need to identify which Feature is enabled automatically when Customer Service historical analytics is enabled.
Which feature should you identify?

A. AI suggestions
B. Forecasting
C. AI topic clustering
D. Real-time customer sentiment

Answer: A

Explanation:
Topic clustering is enabled by default when you enable historical analytics.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-topics- clustering-cases-cs

NEW QUESTION # 134
Case Study 3 - The Phone Company
Overview
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company's needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
Support desk
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
New cases must automatically route to the correct support group by phone type or new

purchase group without requiring custom code.
The system must automatically create a case when email is received by companies that are not

in the system.
The system must automatically send a response to an email sender upon case creation for new

orders, but not for service records.
Users must be able to initiate routing for manually created cases.

The system must create sub-cases from one customer with different cases and also if the same

issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
Main cases must not be closed until all the sub-cases are closed.

Separate groups must be created for each type of service and each phone type. Access to the

groups must be restricted to team members that support that service or phone type.
When importing from the old system, old cases do not need to be routed to the correct support

group.
Knowledge base
Users must be able to search the knowledge base when opening a new case form or when

checking on cases.
Users must be able to use relevant searches and include any customer entities.

Dashboards
Managers must be able to see a real-time list of open cases, open activities, and expiring

entitlements all on one page.
Managers must also be able to see all open cases, escalated cases and cases by

representatives on one screen. Managers must be able to drill down within each area.
Managers need a dashboard that displays weekly statistics for cases and representatives.

Each representative needs to see their own tickets that are opened for the day, week, and

month as well as their closed tickets.
Service-level agreements
Most customers must be contacted within 90 minutes of their case being opened.

Some customers can purchase faster service on call backs.

Emails must be sent to support managers when service-level agreements (SLAs) are missed.

Support representatives must be able to see a timer on each case form to ensure they are

adhering to their SLAs.
SLA KPIs must be tracked in the system.

SLA KPIs must appear on the case form.

Cases must be able to be placed on hold if issues arise with related contracts.

Issues
Users report they are not able to search the Knowledge Base.
You need to create the queue for cases.
What type of queue should you create?

A. Service
B. Teams
C. Public
D. Private
E. Product

Answer: D

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases

NEW QUESTION # 135
You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred.
What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:

NEW QUESTION # 136
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents' performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

NEW QUESTION # 137
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements

NEW QUESTION # 138
......

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