A customer service organization plans to implement knowledge management for a custom entity named RootCause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE:Each correct selection is worth one point.

• A.In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure asubgrid for knowledge articles.
• B.Add a lookup to the article entity.
• C.In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
• D.Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
• E.In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Comment: *

Name: *

Email: *

Verification: *

You have a Microsoft Dynamics 365 environment that has no customization.
You are working in the interactive service hub with a single-stream dashboard for cases.
Which option can you use to filter cases?

• A.Category
• B.Business process stage
• C.Product
• D.T.tle

Comment: *

Name: *

Email: *

Verification: *

You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four 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

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

Comment: *

Name: *

Email: *

Verification: *

You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

Explanation
Graphical user interface, text, application, email Description automatically generated

Comment: *

Name: *

Email: *

Verification: *

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

• A.Configure the scope of the workflow
• B.Publish the on-demand SLA
• C.Activate the SLA
• D.Request an administrator to add the SLA field to the entity form

Comment: *

Name: *

Email: *

Verification: *