A company wants to provide a self-service portal for customers to submit and track their cases. However, they want to restrict certain information from being visible to customers based on the case's severity and type. How can you configure this?

A customer service team wants to enable a seamless transition from the case management process to the knowledge management system. When an agent needs additional support, the system should recommend the most relevant knowledge articles automatically based on the case details. What is the most efficient way to achieve this?

A company has different case management workflows for various types of cases, such as product defects and service inquiries. They need to ensure that each workflow guides agents through specific steps relevant to the case type. What feature should you use to implement this?

A company uses Dynamics 365 for Customer Service and wants to track a case’s impact on the customer’s lifetime value. They want to ensure that when cases are resolved, the customer’s lifetime value is automatically updated based on the case type, priority, and customer satisfaction score. How would you configure this?

You are tasked with creating an advanced report to track customer service case trends across various regions. The report must provide real-time data and interactive filtering by case severity, priority, and region. Which tool should you use to create this report?

You are working with a customer who wants to ensure that their agents receive timely notifications about cases approaching SLA breach. The customer also wants to allow agents to adjust their SLA breach thresholds based on the nature of the case. How can you configure this?

A customer service department needs to automate the process of sending a follow-up survey to customers after their case is resolved, based on the resolution type. The survey should differ in content depending on the case type. Which of the following is the most efficient solution?

A company has multiple customer service teams that specialize in different areas (e.g., billing, technical support, general inquiries). Each team needs to handle cases based on specific criteria, such as product type and case complexity. What is the best way to ensure cases are routed to the appropriate team automatically?

A company is using Dynamics 365 Customer Service to manage customer support cases. They want to ensure that agents have access to the most relevant knowledge articles when resolving cases. How can you provide this functionality within the system?

You need to configure case management for an organization where each agent is responsible for multiple case types, and some cases require follow-up tasks. The organization needs to ensure that follow-up tasks are automatically created after a case is closed. Which feature should be used to meet this requirement?

A customer service organization needs to ensure that cases are automatically prioritized based on the severity of the issue, and that high-severity cases are always assigned to a specific team. Which feature should you configure to achieve this?

You are tasked with configuring a knowledge base for a customer service team, and the company requires that each article be categorized by product type, issue severity, and customer tier. What feature should you use to organize these articles?

You are configuring case escalation rules for a customer service department. The rules need to escalate cases to a senior agent if they remain unresolved for more than 48 hours. How should you set this up?

A company needs to automatically create new cases based on incoming emails from customers. These cases should be assigned to a specific team based on the customer’s email domain. How can you configure this?

A company wants to track customer satisfaction scores for each case resolution. The scores should be recorded automatically when customers respond to the survey sent after case closure. How should you configure this?

You are tasked with improving customer service efficiency by automating follow-up emails when a case is closed. The email should contain a link to a customer satisfaction survey. What is the most efficient way to implement this solution?

A company wants to set up case routing rules so that cases are automatically routed to the right team based on the customer’s location and case type. Which feature should you use to accomplish this?

A customer service team wants to ensure that every customer service agent follows a standardized process for resolving cases. This process should include steps for troubleshooting, creating follow-up tasks, and closing the case. What should you implement to achieve this?

The customer service team is handling a wide range of cases that vary in urgency. To ensure that cases are assigned to the right agents quickly, the team wants to automatically assign cases based on predefined skills. How can you implement this in Dynamics 365?

A company needs to track the lifetime value of customers within Dynamics 365 Customer Service. They want to ensure that this metric is automatically updated based on case history and service provided. What feature can help with this?

A company wants to create automated follow-up tasks for agents after a case is resolved to ensure that customers are satisfied. Which feature would be best to implement to create and track these tasks?

A company wants to ensure that customers who submit cases can view the status of their cases in real-time. What feature should you implement to achieve this?

The customer service team is handling a high volume of cases that involve complex issues. To improve case resolution, the team needs access to dynamic FAQs, troubleshooting guides, and article recommendations based on case content. What is the best way to implement this?

A company is using Dynamics 365 to track customer service cases and needs to ensure that agents follow specific steps when resolving issues. These steps should guide agents from case creation to resolution and closure. Which feature should you use?

You are configuring the Dynamics 365 knowledge base for an organization that requires the ability to review and approve articles before they are published. Which feature should you use?

A customer service manager wants to track the performance of agents in real time, focusing on case resolution times, customer satisfaction, and SLA compliance. Which tool would you use to deliver real-time, interactive dashboards and reports?

A company wants to ensure that high-priority cases are handled by specialized agents. The system should automatically escalate cases that meet certain conditions (e.g., urgent priority or VIP customer). What is the best way to configure this?

You are setting up a case management system for a global company with multiple offices. The company needs to ensure that each office can only access and resolve cases within its region. What is the best way to implement this?

A company wants to improve the resolution of customer service cases by giving agents a structured approach to follow. What should be used to provide this guidance within Dynamics 365?

A company is using Dynamics 365 Customer Service to manage cases and would like to give agents access to customer data and case history in Microsoft Teams. What is the most efficient way to enable this?

You are configuring a new case management system for a customer service department. The department wants to use automated notifications when a case has been pending for too long. What would be the most effective solution?

A Dynamics 365 Customer Service organization needs to create a robust reporting solution for case resolutions, SLA compliance, and customer satisfaction. The reporting should be available in real-time and have interactive visualizations. What is the best approach?

A customer service team needs to track customer feedback after a case is closed to improve service. Which integration between Dynamics 365 Customer Service and other Microsoft tools would best facilitate this?

You are tasked with configuring SLA policies for a company that requires different SLA response times for various types of cases (e.g., urgent cases should have a faster response time). How can you configure the SLA to meet these requirements?

A customer has a Dynamics 365 Customer Service setup with multiple agents and teams. They need to ensure that escalated cases are prioritized and resolved more efficiently by specific senior agents. How can this be achieved in a scalable and maintainable way?

You are configuring entitlements for a company that provides varying levels of support for different customer tiers. The entitlements should only apply to certain types of cases, and the entitlement limits should differ based on the contract type. How should you configure entitlements?

A company is implementing a new knowledge management solution within Dynamics 365. The solution needs to ensure that knowledge base articles are recommended automatically based on the customer’s case history and issues. What is the best way to achieve this?

A customer service representative is working on a case that has reached a critical point where the SLA is about to breach. Which of the following would be the best approach to notify the agent in real-time without interrupting their workflow?

A company wants to integrate Dynamics 365 Customer Service with Microsoft Teams so that agents can collaborate on cases. What should be enabled to facilitate this integration?

In Dynamics 365, you want to ensure that customers are not required to provide unnecessary information when submitting a case. Which feature can be used to automatically populate certain case fields based on customer data?

A customer service manager wants to track the performance of support agents using KPIs. Which tool should be used to create custom KPIs that reflect case resolution times and customer satisfaction?

A company wants to automatically send a survey to customers after a case is closed to measure customer satisfaction. Which Dynamics 365 feature should be used?

You are configuring the Dynamics 365 Customer Service app for a client, and they want to set up entitlements to ensure that customers receive the right amount of support based on their contracts. Which feature allows this?

A company uses Dynamics 365 Customer Service and wants to integrate the knowledge base with their customer service processes. Which feature allows customer service agents to search for relevant articles to assist with case resolution?

A customer service representative needs to be notified when an SLA is close to breaching. Which feature should be used to send the alert?

A company needs to create a service level agreement (SLA) in Dynamics 365 that is based on the priority of cases. What should the analyst do?

A company wants to automatically assign cases to specific agents based on their workload and expertise. Which feature should be used?

You are setting up Dynamics 365 for a customer service department. Which feature should you enable to allow agents to track customer service requests and create follow-up tasks?

You created and published lead scoring models in the Dynamics 365 Customer insights - Journeys application. Your marketing team members inform you that they are NOT able to view the lead scoring insights. You confirm the lead scoring models are published and are Live. You need the marketing team to be able to view the lead scoring insights.

You need to identify the duplicate pet records, so they can be manually merged by the carer. What must you create?

You need to configure search to ensure the administrators can find all records which reference Corgis.
Which action must you perform?

You use business process flows for all Dynamics 365 opportunities. Some opportunities are closed before business process flow durations are calculated. You need to ensure that business process flow duration values are calculated.

Solution: Change the opportunity to an inactive state. Does this meet the goal?

You use business process flows for all Dynamics 365 opportunities.

Some opportunities are closed before business process flow durations are calculated.

You need to ensure that business process flow duration values are calculated.

Solution: Create a flow to update the Status Reason of the business process flow table record to "Finished" and the Status to "Inactive" when the opportunity is won.

Does the solution meet the goal?

You use business process flows for all Dynamics 365 opportunities. Some opportunities are closed before business process flow durations are calculated. You need lo ensure that business process flow duration values are calculated.

Solution: When closing an opportunity, use the close as won dialog without completing the business process flow. Does this meet the goal?

A company's IT department has a .CSV file stored on one of their Shared Documents folders within their Microsoft SharePoint sites. The data from the .CSV file is ingested into Dynamics 365 Customer Insights - Data.

The file contains a row header and columns of different types, such as quantities and prices. The file also contains some rows with a high proportion of nulls.

You need to clean and transform the data in Customer Insights - Data to be ready for unification.

Solution: Transform the first row to be used as headers, remove rows that contain null values, and name the query. Select Next and your data is now ready for unification.

Does this meet the goal?

A company's IT department has a .CSV file stored on one of their Shared Documents folders within their Microsoft SharePoint sites. The data from the .CSV file is ingested into Dynamics 365 Customer Insights - Data.

The file contains a row header and columns of different types, such as quantities and prices. The file also contains some rows with a high proportion of nulls.

You need to clean and transform the data in Customer Insights - Data to be ready for unification.

Solution: Transform the first row to be used as headers, define column types to be the appropriate field types and name the query. Select Next and your data is now ready for unification.

Does this meet the goal?

A company's IT department has a .CSV file stored on one of their Shared Documents folders within their Microsoft SharePoint sites. The data from the .CSV file is ingested into Dynamics 365 Customer Insights - Data.

The file contains a row header and columns of different types, such as quantities and prices. The file also contains some rows with a high proportion of nulls.

You need to clean and transform the data in Customer Insights - Data to be ready for unification.

Solution: Transform the first row to be used as headers. Define column types to be appropriate field types and name the query. Create a full name and full address columns by merging the appropriate columns if they exist. Select Next and your data is now ready for unification-Does this meet the goal?