Free Introduction to Microsoft Dynamics 365 Customer Consultant Questions and Answers

Question 1

You are setting up a case entity's business process flow.
Every case needs to be marked for inspection.
The business process flow configuration has to be finished.
Solution: Change the action's input parameter type to Option set.
Is the aim being met by the solution?

Accepted Answer

No

Answer

Yes

Question 2

For a case entity, you are setting up a business process flow.
A review flag must be placed on each case.
The business process flow needs to be configured in its entirety.
Solution: Create an action that adds the text Ready for review to the case subject and creates a task record with the case reviewer's assignment on it.
If so, does it achieve the desired result?

Accepted Answer

Yes

Answer

No

Question 3

Business process flows must be developed.
What three entities are you able to use?

Accepted Answer

Case

Answer

Goal

Question 4

Dynamics 365 Customer Service is employed by a business.
You are setting up sophisticated similarity rules. Making an exact match for the Modified On field in the Match Fields tab allows you to construct a similarity rule on cases.
You put the rule to the test and find that no exact matches show up.
You must ascertain the cause of the rule's failure.
What are the two potential causes for the rule's failure?

Accepted Answer

The Modified On field is not set to searchable in the customization of the case entity in the solution.

Answer

The security role is not set to run the similarity rule

Answer

A Power Automate flow was not created

Question 5

You work as a help desk agent for a company that makes use of Dynamics 365 Customer Service.
Users must look for related cases within the system. The default settings haven't been altered in any way.
Which search options are accessible by default must be determined.
Which two search options are offered?

Accepted Answer

Quick Find

Answer

Full-text Quick Find

Answer

Relevance Search

Question 6

For a consumer, you establish a default entitlement.
You must make sure that a case is automatically associated with the default entitlement.
What are the two potential means through which this can be done?

Accepted Answer

Update the customer, contact, or product field on an existing case

Answer

Update the description field on an existing case.

Answer

Add an activity to an existing case

Question 7

The administrator of Dynamics 365 Customer Service, you. Cases are created automatically from emails.
Emails are reportedly no longer being turned into cases, according to users.

What might be the reason?

Accepted Answer

The workflow process has been deactivated

Answer

The solution has not been published

Answer

Your user ID does not have permission to run the process effectively

Answer

The Dynamics Flow process is not running