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| Section | Weight | Objectives |
|---|---|---|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Manage cases and knowledge management | 51-55% | - Create and manage cases
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
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NEW QUESTION # 100
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m.
and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
NEW QUESTION # 101
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:
Explanation
NEW QUESTION # 102
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each casestatus? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 103
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 104
You are customizing an Omnichannel for Customer Service implementation.
You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents.
However, customer conversations are not escalating to human
agents.
You need to complete the configuration to resolve the issue.
Which two features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,B
NEW QUESTION # 105
......
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