Your company makes use of Dynamics 365 Customer Service with the default settings unchanged. You want to find like cases in the system using a default search feature. You make use of Quick Find. Does the action achieve your objective?…

Your company makes use of Dynamics 365 Customer Service with the default settings unchanged. You want to find like cases in the system using a default search feature. You make use of Full-text Quick Find. Does the action achieve your…

Your company makes use of Dynamics 365 for Customer Service. You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work. You delete the case.…

Your company makes use of Dynamics 365 for Customer Service. You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work. You share the case.…

Your company makes use of Dynamics 365 for Customer Service. You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work. You release the case.…

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You have received articles that were created for a knowledge base from a reviewer. Which of the following actions should be taken for articles that…

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation. You are preparing to merge duplicate cases. Which of the following is TRUE with regards to the state of the case and the status after…

Your company makes use of Dynamics 365 for Customer Service. You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it. Which of…

You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline. Which of the following is the field that should be modified during the process? A. Owner…

You are a Dynamics 365 for Customer Service administrator. You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract. You have created an automatic record creation and…