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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 2: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 3: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 4: Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Implement knowledge management
|
| Topic 5: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 6: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 7: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 8: Implement routing and work distribution | 2-6% | - Configure unified routing
|
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NEW QUESTION # 162
You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?
Answer: B
NEW QUESTION # 163
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
A company has a Customer Service deployment.
The company plans to implement the following:
- AI 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 # 164
You are implementing a new channel within Omnichannel.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks.
Each entity 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: Workstream
Configure work distribution
In the Work distribution area of a workstream, you can either accept the default settings or select See more and update the following options:
Auto-close after inactivity
Work distribution mode
Capacity
Block capacity for wrap up
Etc.
Box 2: SMS Number
In SMS phone numbers, select Add, and enter the following details in Add SMS number:
Number: Specify the support phone number that you purchased from TeleSign in the < phone_number > format, such as 14252306549. Make sure that you don ' t enter blank spaces or special characters.
Type: Select Geo, Short code, or Toll free.
Description: Enter a description.
Validate: Select to validate the customer ID and API key.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
NEW QUESTION # 165
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagree
NEW QUESTION # 166
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 # 167
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