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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage cases and knowledge management | 51-55% | - Create and manage cases
- Implement knowledge management
|
| Topic 2: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 3: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 4: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 5: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 6: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 7: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 8: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
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NEW QUESTION # 337
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
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:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule
NEW QUESTION # 338
A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are:
* Live chat must be available through Omnichannel for cases only.
* High-priority cases must automatically be sent to the next available agent.
* Lower-priority cases must wait to be picked up by an agent
* All work must be distributed evenly with no other conditions.
You need to select the setup that meets the requirements. Which setup should you select?
Answer: B
NEW QUESTION # 339
You need to search for answers to customer claims.
Which type of search should you perform?
Answer: D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase- search-control
NEW QUESTION # 340
You use Dynamics 365 Customer Service to manage cases.
You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.
Which two types of SLA details should you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,D
NEW QUESTION # 341
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 # 342
......
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