You are a customer service agent that uses Unified Service Desk (USD). You search for a customer. You select a customer record from the search results and open the customer record.
How many sessions are created?
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions. You need to provide users with guidance for their customer interactions.
What should you use?
A. agent scripts
B. knowledge management
C. CRM dialogs
D. CRM workflows
You plan to create surveys for a multinational company that manages hotels. You must create a unique survey for each hotel location.
Which statement is true?
A. You can capture up to 10,000 survey responses per day.
B. You can store unlimited survey responses over time.
C. You can publish a maximum of 200 surveys.
D. All surveys must use the same theme.
Which two security roles are created when you install the Field Service application? Each correct answer presents a complete solution.
A. Field Service Administrator
B. Field Service Dispatcher
C. Field Service Representative
D. Field Service Read Only
Your organization plans to use Voice of the Customer to send surveys to select groups of customers. You need to customize branding colors and logos for the surveys.
What should you do?
A. Modify Voice of the Customer survey themes.
B. Configure system settings.
C. Modify Microsoft Dynamics 365 themes.
D. Update Voice of the Customer piped data.
You create and activate an entitlement. The start and end dates for the entitlement are in the future.
What is the status of the entitlement?
A. Not started
B. On Hold
If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting . On the start date, the status automatically changes to Active . If the end date is in the past, the entitlement is set to Expired .
A customer returns a defective product You plan to ship the product back to the vendor for credit You need to initiate the return process to the vendor.
Which type of record should you create?
A. return to vendor (RTV)
B. return merchandise authorization (RMA)
C. Inventory Adjustment
D. return merchandise authorization (RMA) receipt
Your organization uses enhanced service level agreements (SLA’s).
You need to create a view that displays the SLA failure and succeeded time for data related to a case.
Which entity should you use to select the fields?
B. enhanced SLA C
C. SLA KPI Instance
D. SLA Item
You implement the Unified Service Desk (USD).
Which three statements regarding the debugger are true? Each correct answer presents a complete solution.
A. The debugger allows you to review data parameters from static log files.
B. The debugger allows you to review real-time data parameters.
C. The debugger allows you to review action calls from static log files.
D. The debugger is a USD hosted control.
E. The debugger allows you to review real-time action calls.
F. The debugger is a standalone tool.
What are Field Service Agreements?
A. frameworks for automatically generating work orders and invoices
B. methods to help users verify what the customers are eligible for and create cases for customers
C. methods to allow users to organize, prioritize, and monitor the progress of their work
D. deflations for the level of service or support that your organization agrees to offer to a customer