You create a service level agreement (SLA) for cases where the case priority is critical. The
SLA must display a warning after 15 minutes and fail after 30 minutes.
You create a normal priority case at 16:00. You change the priority to critical at 16:15. If no action is taken, how many minutes will elapse before the SLA fails?
Answer : C
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?
Answer : C
Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.
Answer : B,D,E
What are Field Service Agreements?
Answer : C
You manage a Microsoft Dynamics 365 deployment You need to enable editable grids for an entity. What should you do?
Answer : A
Your organization has a custom entity.
You need to ensure that the custom entity is available from the interactive service hub.
Which setting for the entity should you modify?
Answer : D
You deploy Unified Service Desk (USD). You configure a toolbar container hosted control.
You need to ensure that the hosted control is aligned to a specific part of the screen by using the Realign Window action.
Which three parameters can you configure? Each correct answer presents a complete solution.
Answer : A,C,E
Explanation: https://msdn.microsoft.com/en-us/library/dn864884.aspx
You have two similar cases. One case is named Case1 and the other is named Case2
Each case has a different parent case. You attempt to merge Case1 into Case2. What is the result to the merge process?
Answer : D
You implement the Unified Service Desk (USD). Which two statements are true when creating a hosted control?
Answer : A,B
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.
Answer : A,C
You are working with the Field Service mobile app in online mode.
Which two statements regarding data synchronization are true? Each correct
Answer : A,D
Which two statements regarding the Unified Service Desk (USD) debugger are true? Each correct answer presents a complete solution.
Answer : A,B
What are three functions of the Unified Service Desk (USD) Global Manager hosted control? Each correct answer presents a complete solution.
Answer : C,D,E
You need to merge eight similar cases. Which of the following statements is true?
Answer : C