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NEW QUESTION 1
You implement the Unified Service Desk (USD). Which three of the following objects are events? Each correct answer presents a complete solution.
- A. Realignwindow
- B. BrowserDocumentComplete
- C. DesktopReady
- D. SessionClosing
- E. FireEvent
Answer: BCD
NEW QUESTION 2
A user named User1 creates a knowledge base article. No other action has been taken. User! must modify the article.
You need to direct User1 to the view where the article is displayed. To which view should you direct User1?
- A. Scheduled Articles
- B. Unapproved Articles
- C. Draft Articles
- D. Inactive Articles
Answer: C
NEW QUESTION 3
You enable feedback for a Voice of the Customer survey. What is the total number of questions allowed for the survey?
- A. 30
- B. 40
- C. 100
- D. 250
Answer: B
NEW QUESTION 4
You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? Each correct answer presents a complete solution.
- A. Escalate By
- B. Resolve By
- C. First Response By
- D. Close By
Answer: BC
NEW QUESTION 5
Your organization's Microsoft Dynamics 365 application is configured with the default setting for parent and child case You need to resolve a parent case.
Which statement is true?
- A. All child cases are automatically resolved when you resolve a parent case.
- B. You must resolve each child case before you can resolve the parent case.
- C. You must merge the parent and child cases before resolving the case.
- D. You can resolve the parent and child cases independently of each other.
Answer: D
NEW QUESTION 6
You have access to the desktop version of Microsoft Excel and Excel Online. You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.
- A. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics 365.
- B. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.
- C. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
- D. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.
Answer: AD
NEW QUESTION 7
You are working with the Field Service mobile app in online mode.
Which two statements regarding data synchronization are true? Each correct
- A. The user can choose when data synchronization occurs.
- B. Data continuously synchronizes with the server.
- C. You do not need to manually synchronize your device.
- D. Information is downloaded to your device.
Answer: AD
NEW QUESTION 8
What are three functions of the Unified Service Desk (USD) Global Manager hosted control? Each correct answer presents a complete solution.
- A. Provide process flows to respond to agent request for help.
- B. Manage data for the session.
- C. Interpret window navigation rules.
- D. Provide escalation alerts to manage agents who need help.
- E. Provide data to the toolbar components and agent scripts.
Answer: BCE
NEW QUESTION 9
A company plans to send out customer surveys. When a customer responds that they are not likely to recommend the company to a colleague, you need to display another question to gather additional information.
You need to configure the environment. What should you do?
- A. Modify piped data.
- B. Use a response routing rule.
- C. Add a business rule.
- D. Create an action rule.
Answer: B
NEW QUESTION 10
You create a service level agreement (SLA) for cases where the case priority is critical. The SLA must display a warning after 15 minutes and fail after 30 minutes.
You create a normal priority case at 16:00. You change the priority to critical at 16:15. If no action is taken, how many minutes will elapse before the SLA fails?
- A. 15 minutes
- B. 30 minutes
- C. 45 minutes
- D. 60 minutes
Answer: C
NEW QUESTION 11
Your organization uses the interactive service hub to manage cases. You need to interact with records in a stream that displays active cases.
Which two actions can you perform? Each correct answer presents a complete solution.
- A. Add to Queue
- B. Email a Link
- C. Send Direct Email
- D. Do Not Decrement Entitlement Terms
Answer: AD
NEW QUESTION 12
Which two actions can you perform by using entitlement channels? Each correct answer presents a complete solution.
- A. Specify the number of customers allowed to use each channel
- B. Restrict users from creating cases by using specified channels.
- C. Restrict the number of child cases allowed for each parent case with a specified channel.
- D. Specify the number of cases allowed for each channel.
Answer: BD
NEW QUESTION 13
You use the interactive service hub to manage cases.
Users report that they have difficulty finding a specific knowledge base article when they initiate a search from within a case.
You need to ensure that search returns relevant results.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
- A. Relate the article to one or more categories.
- B. Relate the article to a more relevant subject.
- C. Update the article description.
- D. Add additional keywords.
Answer: AC
NEW QUESTION 14
You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to ensure that users can interact with Field Service on a mobile device. What should you do?
- A. Implement the Resco Mobile CRM Woodford app.
- B. Import the Field Service solution.
- C. Download the Windows Mobile Software Development Kit (SDK).
- D. Configure the Microsoft Dynamics 365 mobile app.
Answer: B
NEW QUESTION 15
What are two examples of entitlement allotment options? Each correct answer presents a complete solution.
- A. Number of Channels
- B. Number of Products
- C. Number of Cases
- D. Number of Hours
Answer: CD
NEW QUESTION 16
You need to enable the Map view for the schedule board. What should you do first?
- A. Enable service territories.
- B. Enable the connection to Bing Maps.
- C. Enable Custom Geolocation.
- D. Select a resource details view.
Answer: B
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