Microsoft Dynamics 365 Customer Service Quiz Questions and Answers

Which of the following lets you search for relevant knowledge articles to resolve a case?

Answer :
  • Knowledgebase

Which option helps to choose whether the entitlement is for the number of hours or the number of case?

Answer :
  • Allocation Type

An article's rating is calculated based on what?

Answer :
  • Feedback that's captured for the article.

Which of the following responses represents a Microsoft Business Applications first-party app?

Answer :
  • Dynamics 365 Field Service

Which feature in Dynamics 365 Customer Service is used to help guide customer service representatives through a case lifecycle from beginning to end?

Answer :
  • Business Process Flow

Top Knowledge Base articles provided_______.

Answer :
  • most frequent articles

Which of the following items represents a support contract that provides a customer with a specific amount of support hours over a specified timeframe?

Answer :
  • Entitlement

Which of the following best describes Omnichannel engagement?

Answer :
  • Meeting your customer on the engagement channel of their choice

A company has the following business units: Call center Customer service Digital response Escalation. The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its queues. Customer service cases are routed to the appropriate individuals by using the queues. You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units. Which security role should you assign to the user?

Answer :
  • Customer service manager

You are responsible for all of the cases created for a customer named Fourth Coffee. The cases are entered by using the customer portal. You need to ensure that any cases created for Fourth Coffee are assigned to you. What should you do?

Answer :
  • Create a routing rule