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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 2: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 3: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 4: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 5: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 6: Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Create and manage cases
|
| Topic 7: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 8: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
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NEW QUESTION # 138
A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.
A browser-based internal application Drawees, a history of a customer ' s payments and credit scores, Vou create an application tab template for the internal application.
if a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.
Because the internal application requires; maximum) screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.
Once an eligibility check is performed the agent must be able To- chat with the customer again.
You need to create a session template for the company.
How should you configure each area at the template? To answer., select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 139
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 140
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order, NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
Answer:
Explanation:
Explanation:
NEW QUESTION # 141
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next 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:
NEW QUESTION # 142
A company has a Customer Service deployment. The company plans to implement the following:
* Al suggestions for contacts in Teams.
* Training information about the capabilities of suggestions.
You need to identify the scenarios where the relevant contacts will be provided to users.
Solution: The number of similar cases that the suggested contacts have resolved.
Does the solution meet the goal?
Answer: B
NEW QUESTION # 143
......
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