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NEW QUESTION 47
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. Make a copy of the old entitlement. Activate the copy.
• B. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
• C. Delete the old entitlement. Create a new entitlement template.
• D. Create a new template with the dates and terms. Activate the template.
• E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

Answer: B

Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
Explanation

NEW QUESTION 48
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:


You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates

NEW QUESTION 49
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel

NEW QUESTION 50
You need to enable relevance search for the custom entity.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• A. Add Knowledge Base Search control to the forms case.
• B. Add custom entities to Configure Relevance Search in Customizations and Entities.
• C. Enable Relevance Search in System Settings.
• D. Add Quick Find to the case form.

Answer: B

Explanation:
Reference:
https://carldesouza.com/how-to-use-relevance-search-in-dynamics-365/

NEW QUESTION 51
......

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