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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 2: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 3: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 4: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 5: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 6: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Topic 7: Manage cases and knowledge management | 51-55% | - Implement knowledge management
|
| Topic 8: Implement scheduling | 10-14% | - Configure service scheduling
|
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NEW QUESTION # 93
You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.
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:
Explanation
Box 1: IoT Administrator and IoT Endpoint User
Security roles for Connected Customer Service allow administrators to give appropriate access to Internet of Things (IoT) entities, including alerts, assets, devices, and commands, which are all included with Customer Service 9.0.20034.20XX +. These security roles should be added to existing Customer Service security roles.
Customer Service Representative who needs to work with device registration and device data pulls (IoT Hub operations).
CSR should be given the IoT Administrator and IoT Endpoint User security roles. General knowledge of Customer Service security roles. For more information, see the topic on setting up customer service users and security roles.
Box 2: Dynamics 365 system administrator only
A Customer Service administrator who needs to can set up IoT Configuration.
The CSR admin should be granted Dynamics 365 system administrator access.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-security-roles
NEW QUESTION # 94
You work for a US-based company that is expanding into South America. A significant portion of the customers speak Spanish as their primary language.
The company has an English language version of a Customer Voice survey.
You need to add a Spanish language version.
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:
Explanation:
NEW QUESTION # 95
You are creating a Power Virtual Agents chatbot to handle common customer inquiries.
A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.
You need to determine why the node is inactive.
What should you use?
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/authoring-topic-management
NEW QUESTION # 96
You need to identify who has access to the Schedule tab and the name of the table that should be used.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 97
You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.
You need to ensure that managers are able to access the intraday insights dashboard.
What should you do?
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor
NEW QUESTION # 98
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