Question 6 of 408
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.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue.
Does the solution meet the goal?
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue.
Does the solution meet the goal?
Correct Answer: B
To automatically create cases from emails in Dynamics 365 for Customer Service, the Source type should be set to Email. Setting the Source type to Service activity does not fulfill the requirement of case creation from an email address. Therefore, the provided solution does not meet the goal.
Question 7 of 408
You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Correct Answer: B, C, D
In Dynamics 365 for Customer Service, business process flows can be created for entities that represent activities or customer interactions. 'Case' is a primary entity used in customer service scenarios, 'Letter' can represent communication, and 'Social activity' involves interactions on social media platforms. These entities are well-suited for business process flows as they facilitate structured and streamlined processes. 'Goal' and 'Rollup queries' are not typically used for business process flows as they serve different purposes within Dynamics 365.
Question 8 of 408
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
You need to design the business process flow.
What should you do?
Correct Answer: A
When designing a business process flow in Dynamics 365 for Customer Service, it's crucial to optimize and avoid unnecessary steps. Merging peer branches to a single stage when merging branches helps streamline the process, making the business process flow more efficient and manageable. The other options involve exceeding specific limitations such as the number of entities, steps per stage, or the ability to use both AND and OR operators together, which are not supported.
Question 9 of 408
DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
1. Verification
2. Acknowledgement and research
3. 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.
Select and Place:
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
1. Verification
2. Acknowledgement and research
3. 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.
Select and Place:
Correct Answer:
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
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
Question 10 of 408
HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
You are a Dynamics 365 for Customer Service administrator.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer: 