Microsoft Dynamics 365 Customer Service — Question 22

You are a customer service representative for a company that uses Dynamics 365 Customer Service.

When customer service representatives find records that meet specific criteria, they must be able to do the following:

• Open the records in a new tab.
• Open a single record in a new session.
• Open a single record in an existing session on a new tab.

You need to meet the requirements.

Which two actions should you perform? Each correct answer part of a complete solution.

NOTE: Each correct selection is worth one point.

Answer options

• A. Use Global search.
• B. Use the Customer Service Hub.
• C. Use session templates and application tab templates.
• D. Use Open Record Set.
• E. Use a Customer Service workspace.

Correct answer: A, E

Explanation

The correct answers, A and E, allow representatives to efficiently search and access records in a manner that meets the specified criteria. Global search enables broad searches for records, while a Customer Service workspace provides an organized environment to manage customer interactions, facilitating the opening of records in new sessions. The other options do not provide the necessary functionality for the requirements outlined.