True or False: Customers prefer the use of internal technical terms and jargon in communication.
False

What sould you do before sending an email from the Copilot AI-generated draft?
Review, edit, and confirm accuracy

Which steps are required when saving and closing a case? Select all that apply.
Click Save & Close

Choose a wrap-up code

Request approval
What is the purpose of outbound emails in Dynamics?
To provide assistance or follow up on issues

What should you always do before sending AI-generated replies through Dynamics?
Review accuracy and edit tone

In Dynamics, what should you use to transfer cases to another queue?
Adding to Queue

Which elements contribute to an effective customer service email? Select all that apply.
Using clear and concise language
Formulating the message with proper grammar

Which of the following actions are required to accept a work item notification?
Click Open within 20 seconds

True or False: A new case must be created in Dynamics before sending an outbound email.
True