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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 2: Manage cases and knowledge management | 51-55% | - Implement knowledge management
- Create and manage cases
|
| Topic 3: Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Topic 4: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 5: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 6: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 7: Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Topic 8: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
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NEW QUESTION # 168
A company that manufactures industrial heating, ventilation, and air conditioning (HVAC) equipment is implementing Dynamics 365 Connected Customer Service.
The solution must meet the following requirements:
* Track and report changes in readings that come from the units.
* Send alerts when readings are outside of set tolerances
* Provide historical tracking of readings for trend analysis.
* Send firmware updates as needed.
You need to configure the required component
Which component should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 169
A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.
You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks.
* Create a website for external customers to open support tickets and see the status of open issues.
* Ensure that customers are set up to use this website.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Create a portal by using the Customer self-service template
Create a website for external customers to open support tickets and see the status of open issues.
The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.
Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.
Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can't be resolved client-side autonomously.
Box 2: Ensure that all customers have an account record.
Ensure that customers are set up to use this website.
Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).
Reference:
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templates
https://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overview
https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-be
NEW QUESTION # 170
A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
How should you configure the system? 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/basics-service-service-scheduling
https://docs.microsoft.com/en-us/dynamics365/customer-service/resource-categories-service-scheduling
NEW QUESTION # 171
You need to create a new agent script for the agents.
Which five actions should you recommend be performed 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:
NEW QUESTION # 172
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks:
- Open the client's record.
- Search the KB.
- Send the KB article in the chat.
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: B,C,E
NEW QUESTION # 173
......
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