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| Section | Weight | Objectives |
|---|---|---|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Manage cases and knowledge management | 51-55% | - Create and manage cases
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
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NEW QUESTION # 68
A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment.
An administrator plans the deployment of additional portals to support customer service processes.
Each country/region requires the following:
* A Microsoft Dataverse starter portal in an environment with Dataverse
* A blank portal in an environment with customer engagement apps
* A pre-build portal in an environment with customer engagement apps
Vou need to determine the minimum number of environments required.
How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of 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 # 69
Hotspot Question
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 70
You need to meet the automatic case creation requirements.
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:
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dyna
NEW QUESTION # 71
You need to identify who has access to the Schedule tab and the name of the table that should be used.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
NEW QUESTION # 72
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? 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/customer-service-hubuse
NEW QUESTION # 73
......
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