Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.You need to set up the queues to meet the following requirements:✑ Users must have their own queues that no one else can access.✑ Users must not be able to view each other's queue.✑ Users must be able to work from the support queue.Solution:✑ Set up each user queue to be public.✑ Set up level1 and level2 queues to be public and add applicable members.✑ Set up the support queue to be public.Does the solution meet the goal?
DRAG DROP -You manage Dynamics 365 for Customer Service.You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.Select and Place:
You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.You need to ensure that the schedule shows the correct time zone for available customer service hours.What should you do?
A company uses Dynamics 365 Customer Service.The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.You need to configure the intervals.What should you configure?
You are a Dynamics 365 Customer Service administrator.You need to add a new status reason to the case entity.What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
DRAG DROP -You are customizing a Dynamics 365 Customer Service implementation for a call center.The call center wants to enable SMS as a channel for the customer service department.You need to complete the SMS channel configuration.Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider.Each type of account information may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.NOTE: Each correct selection is worth one point.Select and Place:
