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NEW QUESTION 53
You are a Dynamics 365 Customer Service representative.
You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.
What should you use?

• A. Run workflow
• B. Add to queue
• C. Save and route
• D. Share

Answer: B

Explanation:
Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-rules

NEW QUESTION 54
You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A. Full-text Quick Find
• B. Relevance Search
• C. Quick Find
• D. Advanced Find

Answer: C,D

Explanation:
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization
https://docs.microsoft.com/en-us/powerapps/user/search

NEW QUESTION 55
You need to change the warehouse location for product inventory.
What should you do?

• A. Create a new Warehouse record.
• B. Create a new Product Relationship record.
• C. Create a new Inventory Adjustment record.
• D. Create a new Inventory Transfer record.

Answer: C

NEW QUESTION 56
You need to set up the analytics functionality.
What should you do?

• A. Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.
• B. Install the solution and menu items that will appear in Dynamics 365 Customer Service.
• C. Select the System Management menus and configure them in the settings.
• D. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.
• E. Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

Answer: E

Explanation:
Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics

NEW QUESTION 57
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