Manage Cases in Customer Service

A support team uses Dynamics 365 Customer Service. They want to allow agents to quickly find similar cases and their resolutions when working on a new case. They also want to ensure that agents can link a knowledge article to a case for future reference. What should the team configure?

A support team at Tailspin Toys wants agents to be able to resolve cases faster by suggesting similar resolved cases and knowledge articles as they type the case title. Which two components must the administrator verify are configured and enabled to support this experience? (Choose two.)

A customer service agent at Alpine Ski House is working on a case and needs to quickly view all the activities, such as phone calls and emails, that are associated with the case. The agent wants to see a consolidated timeline of all interactions. What should the agent use?

Your organization requires that when a case is created with a priority of High, the SLA timer must pause automatically if the case status changes to Waiting on Details. How should you configure this requirement?

A customer service manager at Adventure Works is setting up a new queue for high-priority cases. The manager needs to ensure that cases assigned to this queue are automatically routed to the most qualified agents based on their skills and availability. Which two components must be configured to achieve this? (Choose two.)

You are a functional consultant at Fabrikam, Inc., configuring Dynamics 365 Customer Service. The service team uses queues to organize cases. A manager reports that cases assigned to a queue are not being routed to agents based on their skills. You need to ensure that cases are automatically assigned to the most qualified agent. What should you implement?

A customer service manager at Proseware Inc. wants to ensure that when a case is created, the system automatically sends an email to the customer acknowledging receipt. The email must include the case number and a link to the case. The manager also wants to track whether the email was delivered successfully. What should the manager configure?

A support agent at Lucerne Publishing is working a case and needs to add a note that includes a file attachment for the customer. The agent wants the note to be visible on the case timeline and accessible to other agents. What should the agent do?

You are configuring SLAs for Coho Vineyard. The service manager wants to ensure that the first response time KPI is met for all cases, but only during business hours (Monday to Friday, 9 AM to 5 PM). Cases created outside business hours should have the timer start at the next business hour. What should you configure?

A customer service manager at a company using Dynamics 365 Customer Service needs to ensure that cases are automatically routed to the correct queue based on the product specified in the case. The routing should occur immediately upon case creation. Which feature should be used?

A customer service manager at Trey Research is configuring a case resolution process. The manager wants to ensure that when an agent resolves a case, the system automatically sends a satisfaction survey to the customer. The survey must be sent only if the case's priority is High and the customer's contact preference is Email. Which feature should the manager use to achieve this?

Contoso Ltd. uses Dynamics 365 Customer Service. Support agents frequently encounter recurring customer issues where the resolution steps are identical. Management wants to enable agents to quickly search for existing case resolutions and apply them to active cases without retyping standard text. Which feature should you configure?

A customer service manager at Northwind Traders wants to ensure that cases are automatically assigned to the appropriate queue based on the case's product and priority. Which feature should the manager configure?

You are configuring SLAs in Dynamics 365 Customer Service for a support organization. The organization has a requirement that the first response time KPI should only count business hours and should pause when the case is in a 'Waiting on Customer' status. The SLA should apply only to cases with a priority of 'High' or 'Critical'. What should you configure to meet these requirements?

You are a Customer Service functional consultant for Lamna Healthcare. The service team handles cases that are frequently reopened by customers. The service manager wants to track how many times a case has been reopened and require agents to provide a reason each time they reopen a case. What should you configure?

A customer service representative at Litware Inc. needs to quickly find all cases that are related to a specific customer and have been resolved in the last 30 days. The representative wants to see a list of these cases without creating a custom view. What should the representative use?

An administrator is setting up unified routing in Dynamics 365 Customer Service. Which TWO components must be configured to ensure work items are correctly routed to agents? Choose 2.

Which entity should you use to store reusable knowledge content that can be surfaced to agents during case resolution?

A customer service representative at Contoso, Ltd. needs to quickly find all cases that are related to a specific product and have been escalated in the last week. Which feature should the representative use?

Contoso uses Dynamics 365 Customer Service. Support agents frequently handle tier-2 technical issues that require the combined expertise of multiple departments simultaneously. You need to configure case collaboration to allow agents to track these concurrent contributions efficiently without creating redundant sub-cases. Which feature should you implement?

A customer service representative at Proseware, Inc. is working on a case that has become complex and requires involvement from multiple teams. The representative wants to create a separate case for a different issue that arises from the same customer while keeping the original case open. What should the representative do?

A customer service manager at Fabrikam, Inc. needs to ensure that when a case is escalated, the original case remains open and a new linked case is created for a senior team. The manager wants the new case to inherit the customer and subject from the original. Which feature should the manager configure?

A support manager at Litware Inc. wants to ensure that when an agent manually creates a case from the Customer Service Hub, the case is automatically assigned to the queue that matches the product selected on the case form. The routing rule set is already activated. Which configuration must be completed to meet this requirement?

Your customer service team requires that when a parent case is updated to a status of 'Resolved', all active child cases must automatically be resolved as well. Which configuration should you implement?

A support team needs to track the time spent on a case from creation until the first response is sent. Which SLA KPI should be configured to meet this requirement?

You are a system administrator at Contoso Ltd., which uses Dynamics 365 Customer Service. A support manager wants to ensure that when a customer sends an email to the support mailbox, a case is automatically created with the subject line of the email as the case title. The email body should be added as a note to the case. What should you configure?

You are a functional consultant for Litware Inc. The customer service manager wants to allow agents to quickly find similar cases when working on a new case. The manager wants agents to see a list of suggested cases based on the case title and description. What should you enable?

Contoso Ltd. uses Dynamics 365 Customer Service. Support agents frequently encounter recurring customer issues where the resolution steps are identical. Management wants agents to quickly capture these successful resolutions and apply them to future cases without retyping notes. Which feature should you configure to meet this requirement?

You are a functional consultant at Northwind Traders. The customer service team uses Dynamics 365 Customer Service. They need to ensure that when an agent resolves a case, a survey is automatically sent to the customer to gather feedback. The survey must be sent only if the customer's consent is recorded. What should you configure?

You are a functional consultant at Alpine Ski House. The service manager wants to give agents the ability to see all cases that were previously resolved for the same customer directly from the case form, without leaving the record. You need to configure the case form to display this information. What should you do?

A support agent in Dynamics 365 Customer Service needs to quickly find all cases that are related to a specific customer and have been escalated. Which feature should the agent use?

A customer service representative at Fabrikam Inc. is working on a case and needs to view all related activities, such as phone calls, emails, and appointments, in a single view. Which feature should the representative use?

A customer service representative at Adventure Works is working on a case and needs to see all the interactions with the customer in a single view, including emails, phone calls, and appointments. Which feature should the representative use?

An administrator at Lamna Healthcare needs to ensure that any case with a priority of High is escalated to a queue named Tier 2 within 30 minutes of creation if it is still active. The administrator must build this without writing code. Which feature should the administrator use?

A Customer Service representative needs to quickly resolve a recurring issue for a customer by referencing the exact resolution steps used successfully in three previous cases last week. Which feature should the agent use to achieve this efficiently?

A customer service manager at Northwind Traders is configuring SLAs. The manager needs to ensure that the resolution time KPI for a case is paused when the case status is changed to 'On Hold' and resumed when the status is changed back to 'In Progress'. Which configuration should the manager use?

You are configuring SLAs for Litware Insurance. The service manager wants the 'First Response By' KPI to pause while the case is waiting on the customer, and to resume when the customer replies. The SLA item already has a 'First Response By' KPI with success and failure actions. What must you configure to achieve the pause and resume behavior?

An organization uses Dynamics 365 Customer Service and requires that when a high-priority case is created, the system must automatically route the case to the senior support queue based on specific matching attributes. Which feature should you configure to achieve this requirement?

An agent needs to track the history of changes made to a case, including who changed the status and when. Which feature should be enabled to support this requirement?

What is the primary benefit of using Unified Routing in Dynamics 365 Customer Service?

You are a functional consultant at Lucerne Shipping. Agents frequently resolve cases by phone but forget to capture the resolution details. Management wants to require a resolution description before an agent can resolve a case, and they want the requirement applied consistently to all case forms. What should you configure?

Northwind Traders uses Dynamics 365 Customer Service. The service team has a parent case that is currently assigned to a senior agent. The senior agent needs to break the work into four distinct, independently tracked tasks that each have their own priority, owner, and resolution notes, while still being linked so the parent case cannot be closed until all four are complete. What should the senior agent do?

A customer service representative at Alpine Ski House needs to quickly find all cases that are related to a specific product. Which feature should the representative use?

Contoso Ltd. uses Dynamics 365 Customer Service and requires that when a case is created via email, the case title must automatically populate with the email subject line, and the customer should receive an immediate auto-response notification. Which configuration feature should you implement to satisfy this requirement?

A customer service representative at Alpine Ski House is reviewing an active case. The customer calls back with the same issue, so the representative wants to capture the new interaction on the existing case without creating a new record. Which action should the representative take on the case record?

Refer to the exhibit. A case has reached a 'Non-compliant' state. Based on the provided JSON data, which action should the system administrator take to ensure the team is proactively alerted before the failure time?

A customer service supervisor at Adventure Works is configuring parent-child case settings in Dynamics 365 Customer Service. The supervisor wants to ensure that when a parent case is resolved, all child cases are also resolved. The supervisor also needs to prevent a parent case from being resolved while any child case is still active. Which two settings should the supervisor enable? (Choose two.)

A customer service representative at Adventure Works is working on a case and needs to add a note that includes a file attachment. The representative wants to ensure that the attachment is stored within the case record and can be accessed by other team members. What should the representative do?

You are implementing unified routing for a customer service team at Tailspin Toys. The team wants cases to be routed to agents based on skills and capacity. Which two components must you configure to enable skill-based routing for cases? (Choose two.)

A customer service manager wants to ensure that cases are automatically assigned to the agent with the lowest current workload. Which feature should you implement to achieve this routing requirement?

You are a functional consultant for a Dynamics 365 Customer Service implementation. The service manager wants to enforce that agents cannot close a case unless the Resolution field is populated with at least 20 characters. What should you configure?

You need to ensure that when a case is escalated, a specific manager is automatically notified. Which mechanism should you use?

You need to automate the creation of cases from incoming emails. What is the most efficient way to achieve this in Dynamics 365 Customer Service?

You are configuring SLAs for a customer service team. The team wants to track the time from case creation until the case is resolved. They also want to pause the timer when the case is on hold and resume when it is reactivated. Which SLA configuration should you use?

A support manager at City Power & Light wants agents to see related cases for the same customer while working a case, so they can spot repeat contact patterns. The manager also wants to prevent agents from editing those related records from within the case form. Which configuration should the manager use?

A service manager at Proseware Inc. notices that agents are manually entering the same product and entitlement information on every case, causing errors. The manager wants the system to automatically populate the customer's active entitlement and default product on new cases created from a phone call. What should the manager configure?

A customer service representative at Adventure Works wants to merge multiple cases that are related to the same issue into a single case. Which feature should the representative use?

An agent at Fabrikam Inc. is working on a case and needs to quickly find similar cases that were resolved with the same issue. The agent wants to see a list of cases that share the same product and subject. Which feature should the agent use?

You are configuring case settings for an organization that wants to automatically close cases after a specified period of inactivity. Which feature should you use?

Refer to the exhibit. An agent reports receiving this error when trying to publish a knowledge article. What should you do to resolve this?

A support agent at Contoso, Ltd. is working on a case and needs to view all related activities, notes, and knowledge articles in a single unified interface. The agent wants to quickly find similar resolved cases to reference past resolutions. Which feature should the agent use?

You are a functional consultant at Lucerne Publishing. The service manager wants to ensure that when a case is escalated, the original case remains open and a new escalation case is created and assigned to a specialist team. What should you configure?

You are a functional consultant at Fabrikam Inc. The customer service team uses Dynamics 365 Customer Service. They need to allow agents to quickly find similar cases when working on a new case. The solution should suggest cases that have similar titles and descriptions. What should you enable?