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.
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You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be public.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be public.
Does the solution meet the goal?

• A.Yes
• B.No

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You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A.A customer calls and wants to know how many hours of support remain.
• B.A customer's entitlement has ended and no more support is desired.
• C.A customer renews an entitlement for 100 more hours or one year.
• D.The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
• E.You need to add notes to the customer's entitlement.

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You are a Dynamics 365 forCustomer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in theanswer area.
NOTE:Each correct selection is worth one point.

Correct Answer:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule

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You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? 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/customer-service/set-up-holidayschedule

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A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

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