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NEW QUESTION 25
Drag and Drop Question
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard

 

NEW QUESTION 26
You need to create an entitlement template. In System Settings, you navigate to Service Management.
Which four 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.

Answer:

Explanation:

1 – Create new Entitlement template
2 – Enter 30 in Total Entitlement terms
3 – Enter 15 phone and 15 email for terms in Entitlement Channel
4 – Save the template
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

 

NEW QUESTION 27
You need to configure the queue for telephone-based cases.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Configure a status reason transition.
  • B. Create a case from email.
  • C. Define an SLA and entitlements and set entitlement values for case numbers.
  • D. Create a case routing rule.
  • E. Automatically create or update records.

Answer: A,C

 

NEW QUESTION 28
You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?

  • A. Related cases
  • B. Status Reason Transition
  • C. Case Relationships
  • D. Subject
  • E. Timeline

Answer: B

 

NEW QUESTION 29
……

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