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

If a case is accidentally closed before the work is completed, the correct action to continue working on it is to reactivate the case. Reactivating the case changes its status back to 'active' or 'in progress,' allowing the agent to resume their tasks, update information, and properly resolve the customer's issue without creating a duplicate or losing progress.

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

When entitlement terms are not being reduced as expected, the 'allocation type' setting for the entitlement is a critical configuration to review. The allocation type determines how and when the entitlement terms, such as remaining hours or cases, are consumed. An incorrect allocation type can prevent the system from automatically deducting terms when a case is created or resolved, leading to discrepancies.

Question 3

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

Accepted Answer

track Key Performance Indicators (KPIs)

Answer

Enhanced Service Level Agreements (SLAs) in Dynamics 365 Customer Service provide advanced capabilities beyond standard SLAs. A key feature exclusive to enhanced SLAs is the ability to define and track Key Performance Indicators (KPIs), such as 'First Response By' and 'Resolve By' times. This allows organizations to precisely monitor and report on service targets, ensuring adherence to customer commitments and improving overall service quality.

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

Business Process Flows (BPFs) in Dynamics 365 Customer Service are designed to guide users through a structured set of stages and steps for consistent record handling. Within a BPF, actions like 'Send Email' are commonly integrated to automate communication with customers or internal teams at various points in the case lifecycle. This ensures timely updates, requests for information, or confirmations, streamlining the customer service workflow.

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

To automate the process of adding cases to a queue in Dynamics 365 Customer Service, routing rules are the correct feature to implement. Routing rules allow administrators to define specific conditions based on case attributes (e.g., subject, customer, priority) and automatically direct cases to the appropriate queue or user. This eliminates manual sorting, improves efficiency, and ensures cases are handled by the correct team promptly.

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Practice Test

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Practice Test

Free Microsoft Dynamics 365 Customer Consultant MCQ Questions and Answers