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Learn the fundamentals of Microsoft Dynamics 365 Customer Service Microsoft Quiz Answers
Get Learn the fundamentals of Microsoft Dynamics 365 Customer Service Microsoft Quiz Answers
This learning path introduces learners to Dynamics 365 Customer Service. You will learn about the core product capabilities and other tools that you can use to effectively and efficiently manage the support process for customers.
This learning path helps prepare you for Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM).
Prerequisites:
None
Module 1: Explore Dynamics 365 Customer Service
This module introduces learners to Dynamics 365 Customer Service, focusing on core elements such as cases, case lifecycle, queues and Service-level agreements (SLAs)
Learning objectives:
After completing this module, you’ll be able to:
- Identify use cases for Dynamics 365 Customer Service
- Explain the case lifecycle
- Examine how to manage Queues
- Describe Service-Level agreements (SLAs) and entitlements
Prerequisites:
None
Quiz 1: Knowledge check
Q1. While working on a case, you added a phone call activity to log a call you placed to the customer. Where will the phone call activity be displayed on the case record?
- Business Process Flow
- Record Timeline
- Related Panel
Q2. Which field is searched by default to provide Knowledge Article suggestions?
- Description
- Category
- Case Title
Q3. Dynamics 365 Customer Service’s knowledge management capabilities help both customer and employees by providing which of the following?
- Create and design rich knowledge
- Scheduled publishing of articles
- Agents can create and then immediately publish articles
Module 2: Examine knowledge management in Dynamics 365 Customer Service and related apps
This module introduces learners to the knowledge management capabilities of Dynamics 365 Customer Service. It also covers Omnichannel for Customer Service and historical analytics.
Learning objectives:
After completing this module, you’ll be able to:
- Describe Knowledge Management
- Describe Omnichannel for Customer Service
- Explain the Customer Service Historical Analytic Reports
Prerequisites:
None
Quiz 1: Knowledge check
Q1. Which of the following best describes Omnichannel engagement?
- A specialized channel for unique communications
- Meeting your customer on the engagement channel of their choice
- A channel on Microsoft Stream
Q2. Your organization recently started using Insights dashboard to help gain a deeper understanding of critical performance metrics. These metrics are grouped together. Which term applies to the grouping?
- Groups
- Case hierarchies
- Topics
Q3. An agent is currently working in their home session with no other sessions open. They would like to be able to search through their organization’s available account list. How would they do that in the application?
- From the Application bar
- From the Quick Create button
- From the Customer Summary
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