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| Topic | Details |
|---|---|
Manage cases and Knowledge Management (20-25%) | |
| Create and manage cases | - configure cases - manage case lists - create and search for case records - convert activities to cases - perform case resolution - implement parent/child cases - merge cases - set autonumbering for customer service entities |
| Configure and automate cases | - implement Advanced Similarity rules - implement record creation and update rules - implement case routing rules - customize the Case Resolution form - configure Status Reason transitions - configure business process flows- capture customer feedback by using Customer Voice |
| Implement Knowledge Management | - configure the Knowledge Search control - link an article with a case - use knowledge management to resolve cases - manage the knowledge management article lifecycle - manage Knowledge management articles - configure entities for Knowledge Management - manage Knowledge article templates - implement knowledge search - enable Relevance Search - configure categories and subjects - convert cases to knowledge articles |
Manage queues, entitlements, and service-level agreements (SLAs) (15-20%) | |
| Create and manage queues | - describe use cases for each queue type - configure queues - add cases and activities to queues - configure entities for queues - perform queue operations |
| Create and manage entitlements | - configure entitlements - define and create entitlements- manage entitlement templates - activate and deactivate entitlements- renew or cancel an entitlement |
| Create and manage SLAs | - define and create service-level agreements (SLAs) - configure SLA settings - configure a holiday schedule - configure a customer service schedule - implement actions by using Power Automate - manage cases that are associated with SLAs - manually apply an SLA - create and manage SLA items |
Implement scheduling (10-15%) | |
| Manage resources | - configure business closures - configure organizational units - configure resources - configure work hours - configure facilities and equipment |
| Manage services | - define services - schedule a service activity - configure fulfillment preferences - create a schedule board - schedule a service activity by using the schedule board |
Implement Omnichannel for Customer Service (30-35%) | |
| Deploy Omnichannel for Customer Service | - provision Omnichannel for Customer Service - define user settings - configure application setting - manage queues - configure skills-based routing |
| Implement Power Virtual Agents | - describe Power Virtual Agents components and concepts - integrate Power Virtual Agents with Dynamics 365 Customer Service- escalate conversations to a live agent |
| Manage channels | - describe use cases for the Channel Integration Framework - configure channels - enable the chat widget on websites - configure pre-chat surveys - configure proactive chat - configure Secure Message Service (SMS) |
| Distribute work | - describe difference between entity routing and channel routing - configure work streams - configure entity routing - configure routing values - implement context variables |
| Configure the agent experience | - create macros - define agent scripts - configure Quick Responses - configure sessions and applications - configure notifications |
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NEW QUESTION # 83
You need to choose which tools need to be created and configured to meet the following requirements.
Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Topic 5, Lucerne Publishing
Overview
Lucerne Publishing is a publishing company in Canad
a. The company publishes books for higher education, it also invests in multiple cloud-based solutions to support the customer sen/ice, publishing, and sales departments.
Lucerne Publishing uses the following:
* The Customer Service app for the publishing customer service division.
* Omnichannel capabilities in the Customer Service app.
* Third-party apps for e-commerce so students and parents can order books or courses online.
* Customer service agents as the representatives who will resolve customer's issues using various channels.
* Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
* A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Customer Service _ Contact Center
The company has the following requirements:
* Improve agent response time in live chats with customers.
* improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
* Provide instructions for agents to use when processing book returns. The instructions must include the following; o Greet the customer.
o Automatically open the case form for the book return.
o Close the session with the customer.
* Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
* Enable a new text SMS channel for the agents.
* Improve the agent's capability to search using Al suggestions.
* Provide agents with real-time recommendations on similar cases and knowledge-base articles.
* Allow agents to know the customer's point of view on the service.
* Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
* Improve how the agents' skills and profiles are maintained.
* Route calls to agents who can support French-speaking customers.
* Configure the French language as a skill for agents who support French-speaking customers.
* Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
* Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
* Provide the customer service supervisor with the ability to track sentiment in real time.
* Provide agents with all suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
* Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
* A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
* The technician dispatch team must be able to create a Schedule tab in the schedule board.
* Dispatchers must be able to track technicians' utilization by using personal color codes.
* The field technician's security role must be field service technician.
The company reports the following issues:
* Agents spend most of their time doing repetitive tasks during support calls or chats.
* There is no guided process for agents to follow the steps when a customer calls for a book return.
* Customer service managers are not able to provide real-time recommendations to customers using Ai suggestions.
* A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
* The company is not able to retain customers who have a negative experience with the customer service agents.
* Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
* The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
NEW QUESTION # 84
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 85
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 86
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,D,E
Explanation:
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
NEW QUESTION # 87
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three 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 them correct order.
Answer:
Explanation:
Explanation
NEW QUESTION # 88
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