You are creating a new knowledge base article about a known product defect After publishing the article, you discover an inaccuracy. You need to correct the issue while maintaining a traceable history of what was published. What should you do?
A. Use the update article option.
B . Revert the article to draft status, fix the error, and then republish the article.
B. Delete and recreate the article.
C. Publish a minor revision to the article.
Answer: A
Question No : 2
You have a Microsoft Dynamics 365 environment You implement Field Service. You need to check the work order instructions in the Field Service mobile app. Which tab on the work order contains instructions?
A. Incidents
B. Other
C. Info
D. Booking
Answer: C
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Question No : 3
You are deploying a Unified Service Desk (USD) application. For which three scenarios can you attach an action call? Each correct answer presents a complete solution.
A. A window navigation rule is processed.
B. Client diagnostic logging is turned on.
C. A threshold is reached in a Microsoft Power BI report.
D. An agent script is run or an answer is clicked.
E. A toolbar button is clicked.
Answer: A,D,E
Question No : 4
You use the interactive service hub for your daily work. You identify a knowledge base article that can assist with an open case for a customer. You need to send the article to the customer. What should you do?
A. Create a new email record and set the regarding object to the knowledge base article.
B. Use Microsoft Skype for Business to send a link to the customer.
C. Send a link to the customer by using Email a link.
D. Search the knowledge base from within the case, and use the Link Article and Email Content option.
Answer: C
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Question No : 5
Which two actions can you perform by using entitlement channels? Each correct answer presents a complete solution.
A. Specify the number of customers allowed to use each channel ___
B. Restrict users from creating cases by using specified channels.
C. Restrict the number of child cases allowed for each parent case with a specified channel.
D. Specify the number of cases allowed for each channel.
Answer: B,D
Question No : 6
What are two examples of entitlement allotment options? Each correct answer presents a complete solution.
A. Number of Channels
B. Number of Products
C. Number of Cases
D. Number of Hours
Answer: C,D
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Question No : 7
Your organization uses enhanced service level agreements (SLA's). You need to create a view that displays the SLA failure and succeeded time for data related to a case. Which entity should you use to select the fields?
A. SLA
B. enhanced SLA C
C. SLA KPI Instance
D. SLA Item
Answer: D
Question No : 8
Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.
A. The survey definition is stored in Microsoft Azure. The survey response is temporarily stored in Azure Service Bus then later retrieved and stored in Microsoft Dynamics 365.Survey responses are deleted from Azure Service Bus after they are stored in Microsoft Dynamics 365.
B. Collateral, such as themes and images, can be stored as web resources and included in solutions.
C. Surveys can be included in solutions.
D. Each new environment requires the creation of configuration records.
E. Each survey contains three forms.
Answer: A,D,E
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Question No : 9
You need to search for a specific knowledge base article by number. Which two options can you use? Each correct answer presents a complete solution.
A. Service Area
B. Relevance Search
C. Categorized Search
D. Article Template Quick Find
Answer: A,C
Question No : 10
You create and activate an entitlement. The start and end dates for the entitlement are in the future. What is the status of the entitlement?
A. Not started
B. On Hold
C. Pending
D. Waiting
Answer: D
Explanation:
If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active.If the end date is in the past, the entitlement is set to Expired.
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