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NEW QUESTION 43
You manage a Dynamics 365 for Customer Service environment.
The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.
You need to create the entitlement for the customer.
What should you do?
- A. Delete the old entitlement. Create a new entitlement template.
- B. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
- C. Create a new template with the dates and terms. Activate the template.
- D. Make a copy of the old entitlement. Activate the copy.
- E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 44
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
1 - Open an existing case record
2 - Type the search terms relating to the case issue in the KB Records tab
3 - Locate the knowledge-base article. Select Link, and then select Email
NEW QUESTION 45
You are implementing Dynamics 365 Customer Service Insights.
The product manager would like to see product sales trends by age group. The groupings are as follows:
Ages 18 and younger
Ages 56 and older
You need to configure the system.
What should you define?
- A. member
- B. segment
- C. measure
- D. activity
NEW QUESTION 46
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You need to create a customer service satisfaction survey and embed it on a website.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Copy the URL from the Anonymous link field and paste it into your website.
- B. On the Voice of the Customer survey, select Run in iFrame.
- C. Copy the portal web link and paste it into your website.
- D. Copy the HTML code from the iFrame URL field and paste it on your website.
NEW QUESTION 47