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| Section | Objectives |
|---|---|
| Implement omnichannel for customer service | - Omnichannel setup
|
| Manage cases and knowledge | - Knowledge management
|
| Manage service level agreements (SLAs) and entitlements | - SLAs configuration
|
| Configure Dynamics 365 Customer Service | - Manage cases and queues
|
| Analyze and improve customer service insights | - Reporting and dashboards
|
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NEW QUESTION # 233
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:
Explanation:
NEW QUESTION # 234
A company uses Dynamics 365 Customer Service.
Customer service representatives note that when they use customer workspaces to work on cases, they are unable to communicate with customers.
You need to resolve the issue.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,D
NEW QUESTION # 235
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
NEW QUESTION # 236
Hotspot Question
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION # 237
A company has a Customer Service deployment. The company plans to implement the following:
* Al suggestions for contacts in Teams.
* Training information about the capabilities of suggestions.
You need to identify the scenarios where the relevant contacts will be provided to users. Solution: The number of similar cases that the suggested contacts have resolved. Does the solution meet the goal?
Answer: B
NEW QUESTION # 238
......
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