You are a system administrator for Dynamics 365 for 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.Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
• B.Set the closure preference setting to Don't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
• C.Create a business rule.
• D.Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

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Drag and Drop Question
A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
Which five 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:

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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:

1 - Create a new response routing
2 - Add a response condition and the question for with you want to create a rule
3 - Select values for the Operator, Comparison Value, and Answer fields Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

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You are a Dynamics 365 forCustomer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* 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

References:
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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You create a Power Virtual Agents chatbot. The chatbot includes Power Automate flows. You are not a system administrator.
Users in your organization must collaborate to develop the chatbot.
You attempt to share the chatbot by adding user email addresses and assigning them Manager, Power Automate User, and Transcript Viewer permissions on the bot. The Send an email invitation to new users option is disabled.
Sharing of the chatbot fails.
You need to use the principle of least privilege to share the chatbot with users for collaboration.
Which two actions should you perform? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.

• A.Assign the users the Environment Maker security role.
• B.Ensure that a System Administrator assigns the users the Environment Maker security role.
• C.Share the Power Automate flows.
• D.Enable Send an email invitation to new users and re-share the chatbot.
• E.Configure a custom context variable for the chatbot.

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