Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Case Management and Routing 3

Question 1

What is 'automatic case creation' in Dynamics 365 Customer Service?

Accepted Answer

Automatically generating cases from incoming emails, social posts, or other channels

Answer

Cases created manually by managers

Answer

Scheduling cases for future dates

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Duplicating existing cases

Question 2

What is the 'Similar Cases' feature used for in Dynamics 365 Customer Service?

Accepted Answer

To identify previously resolved cases that might help resolve the current case

Answer

To find cases with the same case number

Answer

To duplicate active cases

Answer

To group cases by customer

Question 3

What does 'case escalation' mean in the context of Dynamics 365 Customer Service?

Accepted Answer

Moving a case to a higher-priority queue or senior agent when it cannot be resolved at the current level

Answer

Increasing the case number

Answer

Sharing a case with a customer

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Archiving old cases

Question 4

Which component allows you to define the fields that appear on a case form in Dynamics 365?

Accepted Answer

Form customizations in Power Apps or Solution Explorer

Answer

Business rules

Answer

Workflow triggers

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Security roles

Question 5

What is the role of 'business hours' in Dynamics 365 Customer Service case management?

Accepted Answer

To define when SLAs and routing rules are active, affecting response time calculations

Answer

To restrict when users can log in

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To schedule automatic case closures

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To set agent shift schedules

Question 6

What is an 'activity' in the context of a Dynamics 365 case?

Accepted Answer

An interaction or task (email, phone call, appointment) associated with a case

Answer

A type of case record

Answer

A routing rule condition

Answer

A case resolution step