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| Section | Weight | Objectives |
|---|---|---|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Implement knowledge management
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
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問題 #327
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
答案：
解題說明：
問題 #328
A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years.
You need to set up support entitlement enforcement.
Which three attributes should you configure? Each correct answer presents a part of the solution.
NOTE: Each correct selection is worth one point.
答案：B,C,D
解題說明：
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
問題 #329
A customer has a Customer Service deployment.
The customer needs to implement macros.
You need to identify the security roles that are required to configure and use macros.
Which security roles are required? To answer, move the appropriate security roles to the correct requirements.
You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content NOTE: Each correct selection is worth one point.
答案：
解題說明：
Explanation:
問題 #330
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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.
答案：
解題說明：
Explanation:
問題 #331
Hotspot Question
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.
You need to configure the system to meet the following requirements.
- You must minimize the effort required to complete any required
configuration tasks.
- Create a website for external customers to open support tickets and
see the status of open issues.
- Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
答案：
解題說明：
Explanation:
Box 1: Create a portal by using the Customer self-service template
Create a website for external customers to open support tickets and see the status of open issues.
The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.
Customer self-service portal: A customer self-service portal enables customers to access self- service knowledge, support resources, view the progress of their cases, and provide feedback.
Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.
Box 2: Ensure that all customers have an account record.
Ensure that customers are set up to use this website.
Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).
Reference:
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal- overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals- creating-a-case-on-behalf-of-another-account/
問題 #332
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