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| Section | Weight | Objectives |
|---|---|---|
| Implement Connected Customer Service | 10% | - Configure IoT integration
|
| Implement routing | 10% | - Configure unified routing
|
| Implement multi-session experiences for Customer Service | 20% | - Configure and manage Omnichannel
|
| Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Implement scheduling | 5% | - Manage resources
|
| Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
| Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
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NEW QUESTION # 109
Hotspot Question
A company is implementing Dynamics 365 Customer Service and Power Virtual Agents for its support desk.
Supervisors have the following information requirement:
- Topic analytics for all cases completed over the last year.
- Analytics for chatbot options chosen from past interactions with
customers.
You need to configure the system to meet the requirements.
What should you enable in the configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 110
You need to build a personal dashboard that displays the following charts and views:
Charts:
Number of cases by owner and priority
Products with most cases opened
Views:
Display the number of cases opened in a seven-day period
Display the number of escalated cases
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:
1 - Create the charts and views necessary to see the data requested.
2 - Open Dashboards and select New.
3 - Create a two-column regular dashboard.
4 - Select the graph icon to insert the charts and views...
Reference:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
NEW QUESTION # 111
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company ' s Azure Active Directory.
You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.
* Create a website for external customers to open support tickets and see the status of open issues.
* Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Create a portal by using the Customer self-service template
Create a website for external customers to open support tickets and see the status of open issues.
The Customer portal is a Power Apps portals template that lets companies create an externally facing business- to-business (B2B) website for scenarios that are related to sales order processing.
Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.
Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.
Box 2: Ensure that all customers have an account record.
Ensure that customers are set up to use this website.
Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).
Reference:
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on- behalf-of-another-account/
NEW QUESTION # 112
You need to search for answers to customer claims.
Which type of search should you perform?
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control
NEW QUESTION # 113
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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:
1 - Verify that you have the customer service manager security role.
2 - Navigate to Routing rule sets.
3 - Deactivate the routing rule set.
4 - Edit the routing rule set.
5 - Activate the routing rule set.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION # 114
......
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