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| Section | Weight | Objectives |
|---|---|---|
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Create and manage cases
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Configure entitlements
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
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NEW QUESTION # 342
You are customizing a Dynamics 365 Customer Service implementation for a company.
The company's support center wants to open a chat channel in a Power Apps portal for their partners.
You need to add a chat widget in the portal.
What should you do?
Answer: B
Explanation:
https://learn.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget- portal#embed-chat-widget-in-your-power-apps-portals
NEW QUESTION # 343
Drag and Drop Question
You need to build a personal dashboard that displays the following charts and views:
Charts:
- Number of cases by owner and priority
- Products with most cases opened
Views:
- Display the number of cases opened in a seven-day period
- Display the number of escalated cases
Which four 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:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
NEW QUESTION # 344
A company has satellite offices that service local areas.
Each office must have full control over its own resources.
You need to configure the organizational units to reflect the satellite office structure.
Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.
Answer:
Explanation:
Explanation
NEW QUESTION # 345
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 # 346
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:
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.
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 # 347
......
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