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| Section | Objectives |
|---|---|
| Configure Dynamics 365 Customer Service | - Manage cases and queues
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Manage cases and knowledge | - Case management
|
| Manage service level agreements (SLAs) and entitlements | - Entitlements
|
| Implement omnichannel for customer service | - Omnichannel setup
|
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NEW QUESTION # 23
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 24
A company uses Omnichannel for Customer Service.
The company has the following requirements for their agents' conversations with customers:
* Agents must verify a customer's information when a chat starts.
* Auto search must be enabled for knowledgebase articles based on case title.
You need to enable agent scripts.
Which action types 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: Automation
The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.
While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types.
These keys are replaced based on the contextual information available at the time of execution.
Box 2: Macro
Automate tasks with macros
Overview of macros
In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.
Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.
The value propositions of the macros are as follows:
* Automate repetitive and monotonous tasks with a single click.
* Minimize human errors.
* Adhere to business processes.
* Lower average handling time.
* Improve customer satisfaction.
* Create contextual and reusable macros.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
NEW QUESTION # 25
You need to ensure that an appropriate resource for sick appointments can be scheduled.
What should you configure?
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/basics-service-service-scheduling
NEW QUESTION # 26
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator
Motor
Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
NEW QUESTION # 27
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 # 28
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