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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage cases and knowledge management | 51-55% | - Configure Dynamics 365 Copilot for Service - Implement knowledge management
|
| Topic 2: Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Topic 3: Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Topic 4: Implement routing and work distribution | 2-6% | - Configure unified routing
|
| Topic 5: Manage analytics, visualizations, and insights | 5-9% | - Implement Customer Voice surveys and feedback - Create and manage dashboards and reports
|
| Topic 6: Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Topic 7: Implement scheduling | 10-14% | - Configure service scheduling
|
| Topic 8: Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
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質問 # 312
You are setting up knowledge management in Dynamics 365 Customer Service.
Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base.
You need to ensure that management can view the top search words.
Which two steps should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
正解：A、B
質問 # 313
You are a Dynamics 365 administrator.
You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.
You need to set up the appropriate child/parent relationship.
Which three 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.
正解：
解説：
Explanation
Graphical user interface, text, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
質問 # 314
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
正解：
解説：
Explanation
Graphical user interface, text, application Description automatically generated
質問 # 315
A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.
When the company receives all the survey responses, a member of the service team must analyze the results.
The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.
You need to determine which type of satisfaction metrics to use.
Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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.
正解：
解説：
Explanation
Box 1: Net Promoter Score
Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:
Detractors are those who respond with a score from 0 through 6.
Passives are those who respond with a score of 7 or 8.
Promoters are those who respond with a score of 9 or 10.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score is a number that can range from -100 to 100.
Box 2: Customer Satisfaction Score
Customer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to 5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.
Incorrect:
Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service. Sentiment groups the responses to a text-based question as positive, negative, or neutral.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics
質問 # 316
A company has the following business units:
Call center
Customer service
Digital response
Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
正解：C
質問 # 317
......
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