You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?

• A.Create a new template with the dates and terms. Activate the template.
• B.In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
• C.Add the new end date to the current entitlement and set new terms. Activate the entitlement.
• D.Make a copy of the old entitlement. Activate the copy.
• E.Delete the old entitlement. Create a new entitlement template.

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You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

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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.

Correct Answer:

1 - Define the metric. ENter metric and amount data types.
2 - Creat a new rolluo field.
3 - Specify the rollup field to track against goals.
4 - Specify details about the source data the rolls up.
5 - Specify the date field that determines the goal period that the records will roll up into.
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric

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You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
* Elevator
* Motor
* Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Correct Answer:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results

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You are configuring a single business process flow in Dynamics 365 for 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.
• 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.

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