Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Set the input parameter type as Option set for the action.
Does the solution meet the goal?
A.Yes
B.NoCorrect
Explanation
To flag cases for review from the business process flow, you add an action as an Action Step on the flow. Actions whose input or output parameters are of type Table, EntityCollection or OptionSet (Choice) are not available as Action Steps, so setting an Option set input parameter actually prevents the action from being added to the business process flow.
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?
A.Yes
B.NoCorrect
Explanation
An action can be added to a business process flow as an Action Step only if its As a Business Process Flow action step option is selected. Turning that option off means the Ready for review action cannot be put on the case business process flow, so users cannot run it on demand to flag cases for review.
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?
A.YesCorrect
B.No
Explanation
This is the documented Action Step pattern: an action on the same table as the business process flow creates a task assigned to the reviewer and appends Ready for review to the topic. Once the action is enabled as a business process flow action step and added to the flow, users can run it on demand with Execute, so every case gets flagged for review.
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
A.Yes
B.NoCorrect
Explanation
An automatic email response is only an optional setting that runs after a record has been created. It does not create cases. To create cases from email you need an automatic record creation and update rule for the Email source type, tied to a queue that has the support email address, with a Create record step for Case, and the rule must be activated.
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?
A.Yes
B.NoCorrect
Explanation
Choosing the Email source type and a queue is required, but on its own it does not create anything. The rule also needs a rule item with a Create record step for Case, and it must be activated, and the queue must carry the support email address. Autoresponse settings only send a reply after a record is created, so this solution leaves out the part that actually creates the case.
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue.
Does the solution meet the goal?
A.Yes
B.NoCorrect
Explanation
The rule's source type has to match the incoming activity, which here is Email. A rule with the Service activity source type never processes email messages that arrive in the queue, so it cannot create cases from mail sent to the support address.
You use Dynamics 365 Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A.Goal
B.CaseCorrect
C.LetterCorrect
D.Social activityCorrect
E.Rollup queries
Explanation
Business process flows work with all custom tables and with a fixed list of standard tables. Case, Letter and Social Activity are on that list. Goal and Rollup Query are not, so you cannot build a business process flow on them.
You are configuring a single business process flow in Dynamics 365 Customer Service.
You need to design the business process flow.
What should you do?
A.Merge peer branches to a single stage when merging branches.Correct
B.Span the process across 10 unique entities.
C.Combine multiple conditions in a rule by using both the AND and OR operators.
D.Use 40 steps per stage.
Explanation
When you merge branches, all peer branches must merge to a single stage (or end the process), so A follows the design rules. A process can span at most five unique tables, not 10. A branching rule can combine conditions with AND or with OR, but not both. Each stage allows at most 30 steps, not 40.
You are a Dynamics 365 Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
1. Verification
2. Acknowledgement and research
3. Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Explanation
A workflow component in a business process flow must point to an existing active on-demand workflow on the same table, so you first create and activate the case-acknowledgement email workflow as an on-demand process. Next you create a new business process flow for the Case table. Finally you add the three stages, drag the workflow component onto the acknowledgement-and-research stage so that it runs on stage entry, and activate the flow. A workflow made available only as a child process cannot be picked in the business process flow designer, and a workflow added to the Global Workflow item runs only when the process is activated or archived (completed or abandoned), not when a particular stage is entered.
You are a Dynamics 365 Customer Service administrator.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
Explanation
Specify the default process flow: use Order. When a table has more than one business process flow, Order Process Flow sets which process is automatically assigned to new records; the first flow in the order that the user has access to is used. Stages and steps define what is inside a flow, not which flow is the default.
Show actions that must be completed: use Step. A stage is a phase that groups steps, while each step is an item the representative completes, usually by filling in a column, and a step marked Required must be completed before the user can move to the next stage.
You are implementing Dynamics 365 Customer Service.
You need to set up available working hours for help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
Explanation
Set up individual working hours: configure the work hours of the service resources and the customer service calendars from the Service Management area. Representatives' availability is held in their resource work-hour calendars and in customer service schedules, which define business hours per day and weekly days off; system or administration settings do not hold per-person hours.
Set up new weekly schedule and recurring work hours: a new weekly schedule lets the hours and days off vary by day, which is how recurring work hours that differ across the week are defined. A fiscal year schedule is for goal periods, and an individual day off is a one-time exception rather than a recurring weekly pattern.
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Explanation
You first create the goal metric and define its metric type and amount data type, because rollup fields can be created only from the Goal Metric form after it is saved. Then you add a new rollup field, choose which rollup field (Actual, In-progress or Custom) it tracks against goals, specify the source record type and the field whose values roll up, and finally choose the date field that decides which goal period each record rolls up into.
You are a Dynamics 365 Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Explanation
When bulk importing cases, you stop routing rules from being applied by adding a Route Case column to the import spreadsheet and setting it to No for every case that must not be routed, then saving and importing the file. Route Case is a field, so it must be a column, not a row. A value of Yes would route the case, which is the opposite of the requirement.
You are using Dynamics 365 Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the answer area.
Explanation
Existing route rule action: the existing routing rule is deactivated. Without unified routing only one basic routing rule set can be active at a time, so activating a new one automatically deactivates the currently active one; it is not deleted and does not stay active.
Import bulk cases: add a Route Case column to the import spreadsheet with the value No for all records. The expected value is exactly No, not a phrase such as "No routing", and saving as a delimited file or entering records manually does nothing to bypass routing.
A customer uses Dynamics 365 Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence to make knowledge base articles available to all customer service representatives when searching the knowledge base? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Explanation
The knowledge article lifecycle is: an author creates a draft article, marks it for review (status reason Needs Review), a reviewer with Approve permission approves it, and then it is published, after which it appears in knowledge search for all representatives. Associating a category, assigning the article or creating a major version are optional actions that do not enforce review, and an alternate key is a data import feature unrelated to publishing.
A company implements Dynamics 365 Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
Explanation
Active: On hold is an Active status reason, alongside In Progress, Waiting for Details and Researching. Merged belongs to Canceled and Problem Solved belongs to Resolved.
Resolved: the Resolved status reasons are Problem Solved and Information Provided, so Information provided is correct; On hold and Waiting for details are Active reasons.
Canceled: when a case is merged into another case it is set to Canceled with status reason Merged (the other Canceled reason is Canceled). On hold and Researching are Active reasons.
You are a customer service representative using Dynamics 365 Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
A.Configure Dynamics 365 AI for Customer Service
B.Use business rules
C.Merge casesCorrect
D.Use parent-child case relationships
Explanation
Merging cases is the built-in way to remove redundancy when the same issue is logged more than once, for example through different channels. The merged cases are set to Canceled with the status Merged, and their activities, emails and attachments move to the case they were merged into. Business rules only apply form logic and cannot combine records, and parent-child relationships link related cases without eliminating duplicates.
You are a system administrator for Dynamics 365 Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
A.Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.Correct
B.On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
C.Create a business rule.
D.Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.
Explanation
Parent child case settings (Case Settings in the Copilot Service admin center) let you choose which case attributes child cases inherit; Case Title and Customer are mandatory, so you add Product and Case Type to the selected list. The same dialog has the closure preference, which you set explicitly to Don't allow parent case closure until all child cases are closed. Relationship mappings and business rules are not the supported mechanism for this, and you should not rely on the closure preference already being set.
You are a customer service representative working with cases in Dynamics 365 Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Explanation
Create a list of cases that are one month old: a customer service representative can save a filtered view of cases as a personal view; creating system views requires customizer or administrator privileges, so the representative's own list is a personal view.
View multiple lists on a single screen: an interactive experience dashboard shows several streams (lists of records from views or queues) side by side on one screen. Grouping an editable grid only organizes the rows of a single list.
You manage Dynamics 365 Customer Service.
You need to configure automatic case creation for emails received from customers who have a support contract.
What should you do?
A.Configure service level agreements to be on hold until a call can be made to the customer.
B.Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
C.Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
D.Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.Correct
Explanation
Automatic record creation and update rules with the Email source type turn incoming emails into cases, and the rule can be limited to senders who have a valid entitlement, which represents the support contract. Sending automatic responses does not restrict case creation to contract customers, the service activity source type does not process incoming email, and SLA hold settings have nothing to do with creating cases.
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