Microsoft Dynamics 365 Customer Service Functional Consultant

DRAG DROP - You make a phone call regarding an existing case record. You need to create a phone call activity that appears on the case record timeline. Which th...

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis. Users must be able to search, link, and r...

HOTSPOT - A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options...

A company implements Dynamics 365 for Customer Service. You are assigned a case. You accidently close the case before completing your work. You need to ensure t...

HOTSPOT - You use Dynamics 365 for Customer Service. You need to merge cases. What is the outcome for the merge process? To answer, select the appropriate confi...