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| Section | Objectives |
|---|---|
| Configure Dynamics 365 Customer Service | - Configure customer service applications
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
| Manage cases and knowledge | - Case management
|
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NEW QUESTION # 230
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 231
You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following requirements:
* Ensure each helpdesk representative has the same user experience when togging into the application.
* Customer records must automatically open when a helpdesk representative opens a case.
You need to configure the help desk settings.
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:
NEW QUESTION # 232
A company uses Dynamics 365 Customer Service.
Customer service agents must be able to connect individual cases to a Microsoft Teams channel, to enhance productivity and collaboration.
You need to enable this capability for the customer service agents.
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 the correct order.
Answer:
Explanation:
NEW QUESTION # 233
A company deploys Dynamics 365 Customer Service. The company plans to use IoT to collect information about manufacturing equipment.
Work orders must be automatically generated when malfunctions are detected to ensure that malfunctions are corrected quickly.
You need to design a Connected Customer Service solution.
What should you use? To answer, drag the appropriate implementation types to the correct requirements. Each implementation type 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:
Explanation:
Box 1: Azure IoT Central
Microsoft Azure IoT Central enables builders to configure rules and actions. Based on those actions, IoT alerts will be created in Connected Customer Service. Also, based on service activities in Connected Customer Service, information can be sent back to IoT Central. This is accomplished by using Power Automate, a SaaS offering for automating workflows across applications and services.
Box 2: Azure IoT Hub
Connected Customer Services uses the IoT Hub to manage the state of registered devices. In addition, the IoT Hub sends commands and notifications to connected devices-and tracks message delivery with acknowledgment receipts. Device messages are sent in a durable way to accommodate intermittently connected devices.
Box 3: Power Automate
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
NEW QUESTION # 234
You are demonstrating the Microsoft Teams integration capability for calling. You use a Dynamics 365 Customer Service sandbox environment for the demonstration. SharePoint Online integration is configured for the environment.
After the demonstration, the attendees require the following information:
* How to enable the feature in the live environment
* Where call recordings are saved
* How to initiate calls with new customers
You need to address the user questions.
How should you address each question? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 235
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