[2026] Microsoft Dynamics 365 for Customer Service

문제1

Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.

A. Update a Customer Type lookup field.

B. Update the value of an Owner lookup field.

C. Group records by a specific column.

D. Edit records by using mobile clients.

E. Update a lookup fie4d to a custom entity.

정답: C,D,E

문제2

You have a Microsoft Dynamics 365 environment You implement Field Service.
A user named User1 is creating an agreement User1 attempts to set the agreement booking dates and agreement invoice dates but reports that the options are disabled.
You need to resolve the issue.
What should you do?

A. Set the work order duration.

B. In System Settings, set the Fiscal Year End.

C. Set the agreement status to Active.

D. Add the Customer Service Representative role to User1.

정답: C

설명: (Fast2test 회원만 볼 수 있음)

문제3

You implement the Unified Service Desk (USD). Which three of the following objects are events? Each correct answer presents a complete solution.

A. FireEvent

B. BrowserDocumentComplete

C. DesktopReady

D. SessionClosing

E. Realignwindow

정답: A,B,C

문제4

You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to update a work order to indicate that you are traveling to the client Which field in the Field
Service mobile app should you update?

A. System Status

B. Start Time

C. Actual Arrival Time

D. Booking Status

정답: D

설명: (Fast2test 회원만 볼 수 있음)

문제5

You release an item from a queue.
What is the outcome?

A. The value from the Worked By field is removed.

B. The record is returned to the originating queue.

C. The record is removed from the current queue and placed in the user's personal queue.

D. The current routing rule is applied.

정답: A

문제6

You are attempting to resolve a case.
For which situation will the system display a prompt before reaching the Case Resolution window?

A. The case has a service-level agreement (SLA) that was not met.

B. The case has an open parent case.

C. The customer will exceed their entitlement allotment

D. The case has an open activity.

정답: D

문제7

You need to merge eight similar cases. Which of the following statements is true?

A. You can only merge the cases if a parent/child relationship exists between the cases.

B. You can only merge two cases at a time.

C. You can merge all eight cases at the same time.

D. You can only merge the cases if all related activities are closed.

정답: C

문제8

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 KPI Instance

B. enhanced SLA C

C. SLA Item

D. SLA

정답: A

문제9

What are three functions of the Unified Service Desk (USD) Global Manager hosted control? Each correct answer presents a complete solution.

A. Provide escalation alerts to manage agents who need help.

B. Provide data to the toolbar components and agent scripts.

C. Manage data for the session.

D. Interpret window navigation rules.

E. Provide process flows to respond to agent request for help.

정답: B,C,D

설명: (Fast2test 회원만 볼 수 있음)

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