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NEW QUESTION 48
You create a new case that is associated to a service level agreement (SLA).
You need to identify what occurs when the case is placed on hold.
What should you identify?

• A. Users are prevented from editing the case record until the On Hold status changes.
• B. An automatic notification is sent to the manager of the user who placed the case on hold.
• C. An automatic notification is sent to the customer who initiated the case.
• D. The time calculations for the Key Performance Indicators (KPIs) are paused.

Answer: D

NEW QUESTION 49
You create an entitlement that decreases the total terms when cases are created.
You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented.
What are two possible causes that you can identify? Each correct answer presents a complete solution.

• A. when a case that is attached to the entitlement is deleted
• B. when the entitlement is attached to a new case
• C. when the entitlement is attached to a new contact
• D. when a case that is attached to the entitlement is resolved

Answer: A,B

NEW QUESTION 50
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION 51
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?

• A. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
• B. Set the closure preference setting to Don't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
• C. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
• D. Create a business rule.

Answer: C

Explanation:
Section: Topic 2, Manage cases and the knowledge base

NEW QUESTION 52
Hotspot Question
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION 53
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