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| Section | Objectives |
|---|---|
| Manage cases and knowledge | - Knowledge management
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Manage service level agreements (SLAs) and entitlements | - Entitlements
|
| Configure Dynamics 365 Customer Service | - Manage cases and queues
|
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NEW QUESTION # 158
You need to configure the system to meet the three-day and seven-day timeframes.
What should you configure?
Answer: C
NEW QUESTION # 159
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
Answer: C
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 160
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
The Knowledgebase article search tab must open when a new chat conversation begins.
The Chat Session template must be in expanded mode for the agents.
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Explanation:
Box 1: Docked
Communication panel mode - Select the default mode of the panel when a session is started. Choose one of the following:
Docked: The panel will be in expanded mode.
Minimized: The panel will be in minimized mode.
Hidden: The panel will be hidden.
Box 2: Entity Search
Manage application tab templates, Search, The following parameters are available for the entity search page type.
searchType - Define to use Relevance search or Categorized search.
searchText - Define the string you want to search.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/application-tab-templates
NEW QUESTION # 161
A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
Which five 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
Table Description automatically generated
Step 1: Navigate to the maker portal and create a new solution.
Step 2: Select Add Existing and then select Dasbhoard.
Step 3: Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.
Note: Get the embedding parameter values
To embed your content, you need to obtain certain parameter values. The table below shows the required values, and indicates if they're applicable to the service principal authentication method, the master user authentication method, or both.
Before you embed your content, make sure you have all the values listed below. Some of the values will differ, depending on the authentication method you're using.
Table Description automatically generated
Step 4: Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea Edit the default site map Your environment comes with a default site map. This site map is supported for both custom business apps and Dynamics 365 for Outlook.
In the Dynamics 365 - custom app, go to Settings > Customizations.
Select Customize the System.
In the solution window, under Components, select Client Extensions.
Double-click to select the site map that has the display name Site Map and is in a Managed state. You can also select the site map, and then on the toolbar, select Edit.
The site map opens in the site map designer.
Add an area to the site map.
Add a group to the site map.
Add a subarea to a group in the site map.
Select Save.
Select Publish.
Step 5: Save and publish the customization
Reference:
https://docs.microsoft.com/en-us/power-bi/developer/embedded/embed-sample-for-customers
NEW QUESTION # 162
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:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule
NEW QUESTION # 163
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