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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 2: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 3: Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Topic 4: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 5: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 6: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 7: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 8: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
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NEW QUESTION # 160
A company uses Dynamics 365 Customer Service. The company installs Dynamics 365 Customer Service Insights.
The company wants to use dashboards to report phone calls and emails to monitor the productivity of representatives.
You need to perform the configuration.
Which configuration should you use? To answer, select the appropriate configurations in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: Go to the Dynamics 365 Customer Service URL and choose the Dynamics 365 Customer Service Insights dashboard.
Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment.
Several reports and dashboards can be viewed by your management team.
Box 2: Channel
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics
NEW QUESTION # 161
You need to select the feature for each parameter.
Which feature should you use for each parameter? 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/create-operating-hours
NEW QUESTION # 162
You are a Dynamics 365 administrator.
You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.
You need to set up the appropriate child/parent relationship.
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.
Answer:
Explanation:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
NEW QUESTION # 163
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
* Specify the model of the bicycle.
* Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Explanation:
Box 1: Categories only
Box 2: Categories and Subjects
Note:
* Using the Categories entity, you can create hierarchical categorical data to help group records. Categorizing entity records in Dynamics 365 Customer Service helps you tag the records so that you can easily search them. Use the entity to create and manage a logical structure of categories in Dynamics 365 Customer Service, and then associate entity records to one or more categories.
Categories are useful for reporting, sorting, segmenting, and categorization of records.
* The customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), include a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You ' ll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-categories
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles
NEW QUESTION # 164
Case Study 5 - Fourth Coffee
Background
You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.
Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.
Current environment
Queues
The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:
- New customers
- Repeat customers
- Subscribers to the coffee of the month club
The company has a separate queue to manage customers who have coffee maker issues.
Current environment
Employees
The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.
- The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
- Supervisors monitor chats and live phone calls.
Requirements
Employees
Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
Specialists must be assigned to coffee maker calls.
Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session
express negative feedback about a service or product.
Requirements
Configuration
- If a customer starts a chat during non-working business hours, the
first representative that signs into the system must answer the chat;
the customer must be able to continue the chat at any time.
- Chat sessions must start only when the customer selects the chat
icon. Chat must only be available for reorders and coffee maker
repairs.
- Subscribers and new orders must always go to a live representative
unless the subscriber chooses the chat icon.
Customers must be able to download a separate app to their phone or tablet for ordering coffee.
The app must include only the customer's name, address, phone number, and issue information.
Requirements
Support
The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
The chatbot must have an option to allow users to escalate a conversation to a live representative.
Live representatives must be able to send a customer back to the chatbot.
Requirements
Distribution of calls
- Live chat must be available for cases.
- Cases that are escalated must be distributed to the next available
agent.
- All other cases must wait for an agent to pick up the case.
- All work must be distributed evenly with no other conditions.
- The number of workstreams and routing rules must be minimized.
- Spanish-speaking customers must be sent to representatives who speak
Spanish fluently.
- Tickets must be routed to the most qualified representative for the
type of issue reported.
- All representatives must be rated on their specialty knowledge and
backup specialty.
Requirements
Device telemetry
The solution must support the following:
- Remotely monitor coffee makers and contact a technician to help
customers with coffee maker support contracts.
- Provide a place for IoT messages to flow to the device and back to
the IoT hub.
- Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
- Provide a place for the company technology to securely connect
virtually with the coffee maker customer.
Requirements
Customers
- Customers must be able to sign into an external portal.
- Customers must be able to view their cases and case status
information.
- Security must be as restrictive as possible.
Requirements
Surveys
The survey must include the following with minimum development effort:
- A list of questions that rate the service as poor, average, or great
- A question that rates whether the customer would recommend the
company
- A question that asks if the customer would like to escalate a case
o If yes, the survey must collect an email address and phone number for the customer.
o If no, another set of questions asking about open issue details must
display.
The solution must meet the following survey distribution requirements:
- Each survey must be standardized to include the company logo and
colors.
- Surveys must be sent out after each ticket closes.
- Quarterly surveys must be sent out to those customers who rated the
company poorly.
- Customer surveys must be available in several languages to support
global distribution.
Drag and Drop Question
You need to set up question types to use for the survey.
Which question types should you use? To answer, drag the appropriate question types to the correct requirements. 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:
NEW QUESTION # 165
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