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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Topic 2: Implement multi-session experiences for Customer Service | 20% | - Configure and manage Omnichannel
|
| Topic 3: Manage analytics, visualizations, and insights | 10% | - Configure Customer Service Insights
|
| Topic 4: Implement routing | 10% | - Configure unified routing
|
| Topic 5: Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
| Topic 6: Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Topic 7: Implement scheduling | 5% | - Manage resources
|
| Topic 8: Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
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NEW QUESTION # 273
Hotspot Question
You create a survey for the employees of your company to provide feedback on future products.
An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations.
You need to create a new survey that meets the following requirements:
- Allow all people in the company to respond.
- Limit availability to only one day after clicking a personalized
link.
How should you configure the survey distribution? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://learn.microsoft.com/en-us/dynamics365/customer-voice/distribution-settings
NEW QUESTION # 274
You must set up the following:
* A work stream must be configured to use Twitter.
* The cases must automatically go to the next available sales representative.
* Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Graphical user interface, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION # 275
You are provisioning Omnichannel for Customer Service.
You need to configure the system.
What should you do? To answer, select the appropriate options in the answer area NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 276
You need to set up the system for cases going to supervisors.
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
Step 1: In Service Management, create a Routing Rule set.
Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.
Create routing rulesets to route cases.
Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.
Step 2: Enter Name, Select Save, and select the plus sign to add a rule item On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.
Select Save. The routing ruleset is saved, and the Rule Items section is displayed.
In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.
Step 3: Add conditions
Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.
Step 4: Save and activate.
Select Save and Close.
In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION # 277
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- basic-survey#clone-or-import-an-existing-survey
NEW QUESTION # 278
......
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