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| Section | Objectives |
|---|---|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Configure Dynamics 365 Customer Service | - Configure customer service applications
|
| Manage cases and knowledge | - Knowledge management
|
| Implement omnichannel for customer service | - Omnichannel setup
|
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NEW QUESTION # 246
A client wants to use the knowledge base in Dynamics 365 Customer Service.
You need to identify the state of a knowledge base article when an event occurs.
What are the states of the articles? 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-service/customer-service-hub-user-guide-knowledge-article
NEW QUESTION # 247
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 # 248
You enable feedback for a Voice of the Customer survey.
What is the total number of questions allowed for the survey?
Answer: A
NEW QUESTION # 249
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 250
Case Study 6 - Lucerne Publishing
Background
Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.
Current Environment
Lucerne Publishing uses the following:
- The Customer Service app for the publishing customer service division.
- Omnichannel capabilities in the Customer Service app.
- Third-party apps for e-commerce so students and parents can order books or courses online.
- Customer service agents as the representatives who will resolve customers issues using various channels.
- Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
- A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Requirements
Customer Service - Contact Center
The company has the following requirements:
- Improve agent response time in live chats with customers.
- Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
- Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
- Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
- Enable a new text SMS channel for the agents.
- Improve the agents' capability to search using AI suggestions.
- Provide agents with real-time recommendations on similar cases and knowledge-base articles.
- Allow agents to know the customer's point of view on the service.
- Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
- Improve how the agents' skills and profiles are maintained.
- Route calls to agents who can support French-speaking customers.
- Configure the French language as a skill for agents who support French-speaking customers.
- Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
- Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
- Provide the customer service supervisor with the ability to track sentiment in real time.
- Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
The company has the following requirements for repair requests:
- Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
- A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
- The technician dispatch team must be able to create a Schedule tab in the schedule board.
- Dispatchers must be able to track technicians' utilization by using personal color codes.
- The field technician's security role must be field service technician.
Issues
The company reports the following issues:
- Agents spend most of their time doing repetitive tasks during support calls or chats.
- There is no guided process for agents to follow the steps when a customer calls for a book return.
- Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
- A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
- The company is not able to retain customers who have a negative experience with the customer service agents.
- Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
- The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
You need to implement a solution for the customer service supervisor.
Which two security roles should you assign to the customer service supervisor?
Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,B
NEW QUESTION # 251
......
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