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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 2: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 3: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 4: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 5: Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Implement knowledge management
|
| Topic 6: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 7: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 8: Implement routing and work distribution | 2-6% | - Configure unified routing
|
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NEW QUESTION # 217
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge- article
NEW QUESTION # 218
You are the administrator of a Dynamics 365 Customer Service system. The customer service team currently uses the standard First Response By and Resolve By KPIs. These KPIs are applied to all cases. Entitlements are not in use.
The customer service team manager requires a third KPI. All three KPIs must be tracked for all cases.
You need to configure the new KPI.
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:
Explanation:
NEW QUESTION # 219
Hotspot Question
A company uses Dynamics 365 Customer Service. The company recently rebranded, including updating product terminology.
The company requires a knowledge base for support staff to resolve customer cases more effectively.
The knowledge base must provide the following capabilities:
- Provide Knowledge Search capabilities for support staff.
- Ensure only current and accurate Knowledge articles are returned from searches.
- Update information with new branding and product terminology.
You need to configure the knowledge base capabilities.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 220
You need to configure the queues.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Record Creation and Update rule
Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.
Box 2: Routing Rule
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent's capabilities.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing
NEW QUESTION # 221
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?
Answer: A
Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business-process- flows-branching
NEW QUESTION # 222
......
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