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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
| Topic 2: Manage entitlements and SLAs | 15% | - Create and manage SLAs
|
| Topic 3: Implement scheduling | 5% | - Manage resources
|
| Topic 4: Manage cases and Knowledge Management | 20% | - Create and manage cases
|
| Topic 5: Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
| Topic 6: Implement multi-session experiences for Customer Service | 20% | - Manage channels
|
| Topic 7: Implement routing | 10% | - Manage queues and routing
|
| Topic 8: Manage analytics, visualizations, and insights | 10% | - Manage insights
|
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問題 #254
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
答案：
解題說明：
問題 #255
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
答案：
解題說明：
Explanation:
Graphical user interface, table Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution
問題 #256
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
答案：
解題說明：
問題 #257
Case Study 2 - Lamna Healthcare
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling
rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use
to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or
assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The
live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's
queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot.
The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
Managers must be able to review weekly productivity reports for representatives by using
Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients' conversations with
representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with
a representative.
Requirements. Appointments
Representatives must be able to schedule appointments and see everyone's free/busy time
during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
You must implement Customer Insights to keep track of how well representatives are managing
customers' requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to
workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup
specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case
representatives are meeting their objectives.
You need to configure the system to notify managers about unhappy patients.
What should you do?
答案：C
解題說明：
https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer- sentiment-sessions
問題 #258
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
The system must automatically ask questions before the chat begins.
Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
答案：
解題說明：
Explanation
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-pre-chat-survey
https://docs.microsoft.com/en-us/dynamics365/customer-service/data-masking-settings
問題 #259
......
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