You need to search for answers to customer claims. Which type of search should you perform?
Correct Answer: B
Explanation:
To search for answers related to customer claims, the most appropriate search type in Dynamics 365 is Quick Find.
Quick Find is designed to search across records efficiently using keywords.
It helps users quickly locate relevant information such as claims, cases, and related customer data.
It provides a fast, general-purpose search experience across entity fields.
Why not the others?
A. Timeline → Used for tracking activities and interactions, not searching records.
C. Related → Shows linked records, not a search tool.
D. Detail → Refers to record form view, not search functionality.
E. Case Relationships → Used to manage linked cases, not for searching.
Question 2
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Correct Answer: A
Explanation:
Explanation (Correct Selections) To properly configure the ledger allocation as shown in the verified solution: Setup required: Create a ledger allocation rule. Component to configure: Ledger allocation rule
Question 3
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.
Correct Answer: B, C
Explanation:
To properly configure a queue for telephone-based cases in Dynamics 365 Customer Service, the solution must ensure both service entitlement control and case lifecycle management.
B. Define an SLA and entitlements and set entitlement values for case numbers
Ensures that phone-based cases are properly tracked under service agreements.
Entitlements define what support a customer is eligible for, while SLAs ensure timely handling.
This is essential for managing telephone-created cases in queues with priority and service expectations.
C. Configure a status reason transition
Controls how cases move between statuses (e.g., Active → On Hold → Resolved).
Ensures proper workflow behavior for cases handled through queues.
Helps manage case processing logic for telephone-based intake scenarios.
Why others are incorrect:
A. Create a case from email
Email-specific scenario, not relevant for telephone-based cases.
D. Create a case routing rule
Useful for routing, but not sufficient as a standalone solution compared to SLA/entitlements and lifecycle control.
E. Automatically create or update records
Generic automation, not specifically required for queue configuration.
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