You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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.

Correct Answer:

1 - Navigate to Sattings, and then select solotions.Verify that the case entity is in the solution.
2 - In the solution, navigate to the case entity and select Charts
3 - Creat and configure the chart

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A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the casesresolved? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Correct Answer:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse

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Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.

• A.Surveys can be included in solutions.
• B.Each new environment requires the creation of configuration records.
• C.The survey definition is stored in Microsoft Azure. The survey response is temporarily stored in Azure Service Bus then later retrieved and stored in Microsoft Dynamics 365. Survey responses are deleted from Azure Service Bus after they are stored in Microsoft Dynamics 365.
• D.Each survey contains three forms.
• E.Collateral, such as themes and images, can be stored as web resources and included in solutions.

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You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Correct Answer:

1 - Creat an article.
2 - Make for review
3 - Approve the article.
4 - Publish the article.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

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Drag and Drop Question
You are a Dynamics 365 for 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.

Correct Answer:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create- business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow- processes

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