The skill “Explore Dynamics 365 Customer Service” is a part of the “Describe Dynamics 365 Customer Service” topic under the MB-910 exam. This skill focuses on understanding the different use cases and functionalities of Dynamics 365 Customer Service.
To explore Dynamics 365 Customer Service, you should be able to describe the different use cases for this application, such as managing cases, tickets, and inquiries from customers. You should also be familiar with the functionality for workload management, including how to assign cases to different teams or agents based on their skill sets and availability.
Additionally, you should be able to describe the Knowledge Management features in Dynamics 365 Customer Service, including how to create and manage knowledge articles that can be used to provide consistent and accurate information to customers.
You should also have an understanding of the case lifecycle in Dynamics 365 Customer Service, including how to set service-level agreements (SLAs) and entitlements, and how to track the progress of cases through different stages.
Overall, the skill “Explore Dynamics 365 Customer Service” covers the foundational concepts and functionalities of Dynamics 365 Customer Service, and is essential for anyone preparing for the MB-910 exam.
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A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons. Temporary employees take much longer to resolve cases than seasoned employees. You need to recommend features that
will help employees find information needed to resolve cases.
Which two options should you recommend? (Select two.)
A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.
Knowledge article authors can attach pictures to knowledge articles.
A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.
Knowledge articles are available to others immediately after an agent creates and saves them.
A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.
Seasonal articles can be removed from circulation after a certain date.
A company provides roadside assistance for disabled automobiles. The company enacts a policy that specifies a 30-minute response time for all requests for assistance. You need to ensure that data about assistance crew response times is captured correctly.
For what type of object should you define details? (To answer, select the appropriate option in the answer area.)
Defining the details for the xxxxxxxx
Match the rulesets on the left to the correct descriptions on the right.
Routing Rules
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Queue
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Automatically record creation and update rules
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A company plans to deploy Dynamics 365 Customer Service and integrate it with two proprietary apps. The company does not have a virtual private network (VPN) or secure network.
Which two reasons require deploying the app to a private cloud? (Select two.)
A company is using Dynamics 365 Customer Service to manage their cases. The company created an entitlement with a future start date.
What will be the status of the entitlement when you activate the entitlement?
A company has four territory managers. Ten salespeople report to each manager. Territory managers need to be able to see records related to each salesperson that they manage.
Salespeople must be able to see only their own records.
What should you implement?
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service. You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?
A company uses Dynamics 365 Customer Service. The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?
A company plans to implement Dynamics 365 Customer Service. Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. (To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all.)
Details related to inquiries or issues reported by a customer.
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Mechanism for categorizing and prioritizing records.
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Description and performance measurement of services to be delivered.
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Level and terms of support that are sepecific to a customer.
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Information that can be used to respond to customer inquiries or issues.
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You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
You must install the knowledge base solution before the knowledge base feature is available in Dynamics 365 Customer Service.
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
Omnichannel for Customer Service is automatically installed when you install Dynamics 365 Customer Service.
You manage a call center for a company that uses Dynamics 365 Customer Service. The call center’s customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year. You need to help the customer service
manager make the changes.
Which status indicates that an entitlement must be renewed?
A company plans to implement Dynamics 365 Customer Service. The company wants to use the system to determine when customers are having an issue and need help. You need to track customer issues until the issues are resolved.
What should you create?
A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday. The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).
You need to configure the system to ensure that the company meets SLA agreements.
Which products should you use? (To answer, select the appropriate options in the answer area.)
Configure the system to account for the impact of holidays on SLA response time.
A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday. The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).
You need to configure the system to ensure that the company meets SLA agreements.
Which products should you use? (To answer, select the appropriate options in the answer area.)
Schedule a service representative in the correct department and time zone to address the customer issue.