MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

Question #: 101
Topic #: 1
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?

A. Project task
B. Task
C. Entitlement
D. Work order

Selected Answer: B
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Question #: 102
Topic #: 1
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?

A. Project task
B. Task
C. Entitlement
D. Work order

Selected Answer: B
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Question #: 103
Topic #: 1
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?

A. Project task
B. Task
C. Entitlement
D. Work order

Selected Answer: B
———————————————————————-

Question #: 104
Topic #: 1
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?

A. Project task
B. Task
C. Entitlement
D. Work order

Selected Answer: B
———————————————————————-

Question #: 105
Topic #: 1
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?

A. Project task
B. Task
C. Entitlement
D. Work order

Selected Answer: B
———————————————————————-

Question #: 106
Topic #: 1
HOTSPOT –
A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: B
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Question #: 107
Topic #: 1
HOTSPOT –
A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: D
———————————————————————-

Question #: 108
Topic #: 1
HOTSPOT –
A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: D
———————————————————————-

Question #: 109
Topic #: 1
HOTSPOT –
A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: B
———————————————————————-

Question #: 110
Topic #: 1
HOTSPOT –
A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: C
———————————————————————-

Question #: 111
Topic #: 1
A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement?

A. Power Automate to transfer cases
B. Service level agreements
C. Knowledge base management
D. Customer Service Insights

Selected Answer: C
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Question #: 112
Topic #: 1
A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement?

A. Power Automate to transfer cases
B. Service level agreements
C. Knowledge base management
D. Customer Service Insights

Selected Answer: C
———————————————————————-

Question #: 113
Topic #: 1
A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement?

A. Power Automate to transfer cases
B. Service level agreements
C. Knowledge base management
D. Customer Service Insights

Selected Answer: C
———————————————————————-

Question #: 114
Topic #: 1
A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement?

A. Power Automate to transfer cases
B. Service level agreements
C. Knowledge base management
D. Customer Service Insights

Selected Answer: C
———————————————————————-

Question #: 115
Topic #: 1
A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement?

A. Power Automate to transfer cases
B. Service level agreements
C. Knowledge base management
D. Customer Service Insights

Selected Answer: C
———————————————————————-

Question #: 116
Topic #: 1
HOTSPOT –
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: C
———————————————————————-

Question #: 117
Topic #: 1
HOTSPOT –
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: B
———————————————————————-

Question #: 118
Topic #: 1
HOTSPOT –
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: A
———————————————————————-

Question #: 119
Topic #: 1
HOTSPOT –
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: C
———————————————————————-

Question #: 120
Topic #: 1
HOTSPOT –
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: C
———————————————————————-

Question #: 121
Topic #: 1
DRAG DROP –
You use Dynamics 365 Customer Service. You plan to configure service-level agreements (SLAs) for cases.
Which feature should you use? To answer, drag the appropriate features to the correct scenarios. Each feature 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.
Select and Place:

No answers

Selected Answer: D
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Question #: 122
Topic #: 1
DRAG DROP –
You use Dynamics 365 Customer Service. You plan to configure service-level agreements (SLAs) for cases.
Which feature should you use? To answer, drag the appropriate features to the correct scenarios. Each feature 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.
Select and Place:

No answers

Selected Answer: C
———————————————————————-

Question #: 123
Topic #: 1
DRAG DROP –
You use Dynamics 365 Customer Service. You plan to configure service-level agreements (SLAs) for cases.
Which feature should you use? To answer, drag the appropriate features to the correct scenarios. Each feature 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.
Select and Place:

No answers

Selected Answer: A
———————————————————————-

Question #: 124
Topic #: 1
DRAG DROP –
You use Dynamics 365 Customer Service. You plan to configure service-level agreements (SLAs) for cases.
Which feature should you use? To answer, drag the appropriate features to the correct scenarios. Each feature 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.
Select and Place:

No answers

Selected Answer: D
———————————————————————-

Question #: 125
Topic #: 1
DRAG DROP –
You use Dynamics 365 Customer Service. You plan to configure service-level agreements (SLAs) for cases.
Which feature should you use? To answer, drag the appropriate features to the correct scenarios. Each feature 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.
Select and Place:

No answers

Selected Answer: D
———————————————————————-

Question #: 126
Topic #: 1
A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?

A. The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent’s personal queue and returned to the original support queue.

Selected Answer: C
———————————————————————-

Question #: 127
Topic #: 1
A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?

A. The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent’s personal queue and returned to the original support queue.

Selected Answer: C
———————————————————————-

Question #: 128
Topic #: 1
A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?

A. The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent’s personal queue and returned to the original support queue.

Selected Answer: C
———————————————————————-

Question #: 129
Topic #: 1
A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?

A. The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent’s personal queue and returned to the original support queue.

Selected Answer: C
———————————————————————-

Question #: 130
Topic #: 1
A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?

A. The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent’s personal queue and returned to the original support queue.

Selected Answer: C
———————————————————————-

Question #: 131
Topic #: 1
DRAG DROP –
A company plans to implement Dynamics 365 Customer Service.
Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.
Select and Place:

No answers

Selected Answer: C
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Question #: 132
Topic #: 1
DRAG DROP –
A company plans to implement Dynamics 365 Customer Service.
Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.
Select and Place:

No answers

Selected Answer: D
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Question #: 133
Topic #: 1
DRAG DROP –
A company plans to implement Dynamics 365 Customer Service.
Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.
Select and Place:

No answers

Selected Answer: A
———————————————————————-

Question #: 134
Topic #: 1
DRAG DROP –
A company plans to implement Dynamics 365 Customer Service.
Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.
Select and Place:

No answers

Selected Answer: C
———————————————————————-

Question #: 135
Topic #: 1
DRAG DROP –
A company plans to implement Dynamics 365 Customer Service.
Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.
Select and Place:

No answers

Selected Answer: D
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Question #: 136
Topic #: 1
DRAG DROP –
A company manufactures environmental sensors that can be monitored remotely.
Match each component to its definition.
Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point.
NOTE: Each correct selection is worth one point.
Select and Place:

No answers

Selected Answer: A
———————————————————————-

Question #: 137
Topic #: 1
DRAG DROP –
A company manufactures environmental sensors that can be monitored remotely.
Match each component to its definition.
Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point.
NOTE: Each correct selection is worth one point.
Select and Place:

No answers

Selected Answer: A
———————————————————————-

Question #: 138
Topic #: 1
DRAG DROP –
A company manufactures environmental sensors that can be monitored remotely.
Match each component to its definition.
Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point.
NOTE: Each correct selection is worth one point.
Select and Place:

No answers

Selected Answer: C
———————————————————————-

Question #: 139
Topic #: 1
DRAG DROP –
A company manufactures environmental sensors that can be monitored remotely.
Match each component to its definition.
Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point.
NOTE: Each correct selection is worth one point.
Select and Place:

No answers

Selected Answer: B
———————————————————————-

Question #: 140
Topic #: 1
DRAG DROP –
A company manufactures environmental sensors that can be monitored remotely.
Match each component to its definition.
Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point.
NOTE: Each correct selection is worth one point.
Select and Place:

No answers

Selected Answer: B
———————————————————————-

Question #: 141
Topic #: 1
HOTSPOT –
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: A
———————————————————————-

Question #: 142
Topic #: 1
HOTSPOT –
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: A
———————————————————————-

Question #: 143
Topic #: 1
HOTSPOT –
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: A
———————————————————————-

Question #: 144
Topic #: 1
HOTSPOT –
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: A
———————————————————————-

Question #: 145
Topic #: 1
HOTSPOT –
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

No answers

Selected Answer: A
———————————————————————-

Question #: 146
Topic #: 1
DRAG DROP –
A company is implementing Dynamics 365 Customer Service.
The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.
You need to recommend which apps the company should implement.
Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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.
Select and Place:

No answers

Selected Answer: B
———————————————————————-

Question #: 147
Topic #: 1
DRAG DROP –
A company is implementing Dynamics 365 Customer Service.
The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.
You need to recommend which apps the company should implement.
Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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.
Select and Place:

No answers

Selected Answer: A
———————————————————————-

Question #: 148
Topic #: 1
DRAG DROP –
A company is implementing Dynamics 365 Customer Service.
The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.
You need to recommend which apps the company should implement.
Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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.
Select and Place:

No answers

Selected Answer: C
———————————————————————-

Question #: 149
Topic #: 1
DRAG DROP –
A company is implementing Dynamics 365 Customer Service.
The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.
You need to recommend which apps the company should implement.
Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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.
Select and Place:

No answers

Selected Answer: B
———————————————————————-

Question #: 150
Topic #: 1
DRAG DROP –
A company is implementing Dynamics 365 Customer Service.
The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.
You need to recommend which apps the company should implement.
Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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.
Select and Place:

No answers

Selected Answer: A