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NEW QUESTION NO: 6
You need to install and configure the Unified Service Desk (USO) client.
What should you do?
A. You must manually install the client.
B. Deploy the USO client from the Microsoft Dynamics 365 server.
C. Import the USO client as a solution.
D. Enable the USO client from System Settings.
Answer: C

NEW QUESTION NO: 7
You implement the Unified Service Desk (USO). You plan to implement actions and replacement parameters.
Which three symbols are valid replacement keys?
Each correct answer presents a complete solution.
A. A
B. +
C. $
D. -
E. ~
Answer: A,C,E

NEW QUESTION NO: 8
You have a Microsoft Dynamics 365 environment. You implement Field Service.
A user named User1 is creating an agreement. User1 attempts to set the agreement booking dates and agreement invoice dates but reports that the options are disabled.
You need to resolve the issue.
What should you do?
A. Add the Customer Service Representative role to User1.
B. Set the work order duration.
C. Set the agreement status to Active.
D. In System Settings, set the Fiscal Year End.
Answer: D

NEW QUESTION NO: 9
You are creating a new survey with the Voice of the Customer Survey designer.
Which two statements regarding the Voice of the Customer Survey designer are true?
Each correct answer presents a complete solution.
A. Surveys can contain unlimited questions.
B. The Complete page must always display last.
C. The Welcome page must always display first.
D. Surveys can have up to three pages.
Answer: C,D

NEW QUESTION NO: 10
You create a queue and assign it to a team. Which type of queue is created?
A. Escalation
B. Personal
C. Shared
D. System
Answer: C

NEW QUESTION NO: 11
You pick a case from a queue.
You determine that you cannot resolve the case, and plan to release the case back to the queue.
What effect does releasing the case to the queue have on record ownership?
A. Ownership remains unchanged.
B. Ownership is assigned based on the current routing rule.
C. Ownership is reverted to the previous owner.
D. Ownership of the record is assigned to the queue owner.
Answer: B
Explanation/Reference:

NEW QUESTION NO: 12
Which two statements regarding case routing are true?
Each correct answer presents a complete solution.
A. You can route or assign a case to a user, queue, or team.
B. You can add a maximum of five routing rule items to a routing rule set.
C. A workflow is automatically created for each routing rule.
D. A maximum of three routing rule sets can be active at the same time.
Answer: C,D

NEW QUESTION NO: 13
Which of the following capabilities is only available when using enhanced SLAs?
A. define failure actions
B. use security roles to control SLA creation
C. track Key Performance Indicators (KPls)
D. pause an SLA
Answer: C

NEW QUESTION NO: 14
You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software. You need to ensure the customer allotment is not affected by this case.
What should you do?
A. Use the Apply Routing Rule action.
B. Cancel the case.
C. Use the Do Not Decrement Entitlement Terms action.
D. Delete the case.
Answer: B

NEW QUESTION NO: 15
Under which two circumstances will a routing rule be applied to a case without user intervention?
Each correct answer presents a complete solution.
A. A case is created by using a convert to case action.
B. A case is created manually.
C. A case is created as the result of a record creation rule.
D. A case was created before the routing rule was activated.
Answer: B,D

NEW QUESTION NO: 16
Which two security roles are created when you install the Field Service application?
Each correct answer presents a complete solution.
A. Field Service Administrator
B. Field Service Read Only
C. Field Service Representative
D. Field Service Dispatcher
Answer: B,C