Free Microsoft Dynamics 365 Customer Consultant MCQ Questions and Answers

Question 1

Dynamics 365 for Customer Service is implemented by a business. A case is given to you. By mistake, you close the case before finishing your task.
You must make sure you have the resources to continue working on the case. What ought you to do?

Accepted Answer

Reactivate the case

Answer

Clone the case

Answer

Change the status reason to In Progress

Answer

Reassign the case

Question 2

You start a case for a client who has a right. It was necessary to immediately reduce the remaining entitlement terms, but this did not happen. You have to fix this problem.
What ought you to do?

Accepted Answer

Set the allocation type

Answer

Set the entity type to case

Answer

Configure an entitlement channel

Answer

Create a record creation and update rule

Question 3

Which of the following features is restricted to enhanced SLA use?

Accepted Answer

track Key Performance Indicators (KPIs)

Answer

define failure actions

Answer

use security roles to control SLA creation

Answer

pause an SLA

Question 4

In Dynamics 365, you are setting up a single business process flow for customer service. Designing the business process flow is necessary.
What ought you to do?

Accepted Answer

Send Email

Answer

Cancel Case

Answer

Route to Queue

Question 5

Dynamics 365 is the system you use for customer service. The procedure of adding cases to a queue must be automated. What ought you to do?

Accepted Answer

Use routing rules

Answer

Use the add to queue button on a case

Answer

Use the Assign button on a case

Answer

Use the convert activities functionality with cases

Question 6

It is important to make sure that claim disputes follow the specified case life cycle. What settings should you make?

Accepted Answer

Status Reason Transition

Answer

Timeline

Answer

Related cases

Answer

Subject

Question 7

The role of System Customizer is given to you. You download a business process flow for Dynamics 365 Customer Service from Microsoft AppSource. The entity is not selected when you try to use the new flow on activities.
The new flow of activities must be used. What ought you to do?

Accepted Answer

Modify the Activity entity

Answer

Create a new Activity entity

Answer

Change your security role

Answer

Activate the business process flow