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NEW QUESTION 50

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

  • A. Share the case.
  • B. Escalate the case
  • C. Release the case.
  • D. Route the case to another queue.

Answer: C

Explanation:

Section: Topic 2, Manage cases and the knowledge base

NEW QUESTION 51

Hotspot Question

You are a Dynamics 365 Customer Service administrator.

Users inform you about situations in which child cases are not working correctly.

You need to configure the system to correct the issues.

What should you do in each situation? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Answer:

Explanation:



Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child- cases

NEW QUESTION 52

You are a customer service manager for a company using Dynamics 365 for Customer Service.

You need to set up queues to manage support. You assign a team to each queue.

What type of queue should you configure?

  • A. Public
  • B. Business unit
  • C. Personal
  • D. Private

Answer: D

Explanation:

References:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases

NEW QUESTION 53

Case Study 1 - Humongous Insurance

Background

Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:

* Health maintenance organization (HMO)

* Preferred-provider organization (PPO)

* Gold

Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.

Support representatives specialize by and process claims by insurance type.

Humongous Insurance currently accepts claims only by telephone. The call center is open from

06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to

12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.

When a case is received by email, a staff member categorizes the case as email and closes the case immediately.

Current environment

* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.

* The company uses handwritten forms to send claims information to the correct department.

* Each department maintains a workbook to record calls received.

Requirements. Support desk

* Configure the system to track the number of insurance claims filed each year.

* Categorize claims by type as they are opened.

* Configure the system to track staff responsiveness to service-level agreements (SLAs).

* Ensure that business hours reflect the hours that support staff are scheduled.

Requirements. Case handling

* All new cases must be automatically placed into a queue based on insurance type after the type is selected.

* All insurance types need to be automatically moved to the proper queue when the subject is picked.

* All cases must be created and closed immediately when received.

* The status reason must be set to Email Sent or Phone Call.

* Information must be restricted by insurance and phone call type.

* Managers must be alerted when customers reach their limit of 25 cases for the year.

* Changes to cases must not be counted against entitlements until the case is closed.

Requirements. Disputes

* Claim disputes must be categorized as low priority.

* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.

Requirements. Knowledge base

* A knowledge base must be used as a repository for all answers.

* Representatives must be able to search the knowledge base when opening a new case for similar claims.

* Representatives must be able to search across all entities at all times.

* Searches must check any field in the entity for matches in a single search.

* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.

* Representatives must be able to link the knowledge base to cases when applicable.

* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.

* Representatives must be able to use SQL-like syntax to search the knowledge base.

Requirements. Service-level agreements

When a customer calls to open a claim, the company must respond to the caller within the following time frames:



Requirements. Alerts

* Cases must be flagged when they are past the SLA threshold.

* An email alert must be sent to the manager to indicate an SLA noncompliance.

* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

* Send an email alert to support managers when disputes are ready to be closed.

* Send an email alert to customers when cases are closed.

Requirements. Issues

* The current process is all manual and not efficient.

* There is no easy way to determine whether the company is meeting its SLAs.

* Representatives are often inconsistent regarding how they handle customers and answer customer questions.

* There is no accountability for any of the representatives who take calls.

Drag and Drop Question

You need to ensure that customers cannot open more cases than they are allowed.

Which four 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.

Answer:

Explanation:



Explanation:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer

NEW QUESTION 54

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