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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement multi-session experiences for Customer Service | 20% | - Configure the Customer Service workspace
|
| Topic 2: Implement Connected Customer Service | 10% | - Manage Connected Customer Service scenarios
|
| Topic 3: Implement Microsoft Power Platform | 10% | - Configure Power Virtual Agents
|
| Topic 4: Manage entitlements and SLAs | 15% | - Create and manage entitlements
|
| Topic 5: Manage analytics, visualizations, and insights | 10% | - Manage insights
|
| Topic 6: Implement scheduling | 5% | - Manage resources
|
| Topic 7: Manage cases and Knowledge Management | 20% | - Manage Knowledge Management
|
| Topic 8: Implement routing | 10% | - Manage queues and routing
|
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NEW QUESTION # 223
You need to ensure cases are handled correctly.
What should you do? 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/overview-unified-routing
NEW QUESTION # 224
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Box 1: 30 minutes
Nurses and doctors must be booked for 30-minute time slots.
Box 2: 8: A.M.
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.
Box 3: 12.00 A.M.
Box 4: 3
Patients must be offered at least three alternative times to schedule an appointment.
NEW QUESTION # 225
A company deploys Dynamics 365 Customer Service.
A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.
You need to create the classification ruleset.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation:
Step 1: Create a new ruleset in a workstream.
To create a logical work classification ruleset, do the following steps:
1. In Customer Service admin center, Omnichannel admin center, or Customer Service Hub, select a workstream, and in the Routing rules area, for the Work classification (optional) option, select Create Ruleset.
2. On the Work classification page, select Create new, and in the Create work classification ruleset dialog, select Logical rules in Rule type, and enter a name and description. By default, the root record is selected and displayed at the top of the condition builder for ease of reference and visibility of the record for which you are creating the rule.
Step 2: Create a new manual rule named Bronze.
3. In the Decision list area, select Create Rule, and on the Create work classification rule dialog, enter a name.
Step 3: Create a condition for the Bronze rule.
4. In the Conditions area, define the conditions according to your business needs. If you are creating classification rules for records, then the top-level condition is automatically populated. You can define conditions for up to two levels of the related records and attributes.
5. In the Output area, select the attribute for which value needs to be set if the conditions are met.
6. Repeat steps 3 through 5 to create the demand rules.
Step 4: Create a rule named 5-hour response from the decision list.
Step 5: Create a demand rule for the Bronze rule.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification
NEW QUESTION # 226
You need to add the confirmation step for cases.
What should you edit?
Answer: A
Explanation:
Explanation
A confirmation section must be added before the resolve section.
Example: Add an on-demand action to a business process flow.
The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-b
NEW QUESTION # 227
A company uses Dynamics 365 Customer Service and Microsoft Teams.
A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat You need to configure the smart assist chatbot In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
Configure the chatbot App settings file12.
Publish the webapp to the Microsoft Azure tenant12.
Update the chatbot messaging endpoint12.
Enable the Teams channel12.
Set the Smart Assist Admin configuration3.
Test the chatbot12.
For more information, you can refer to the following links:
Build a smart assist bot
Manage smart assist
NEW QUESTION # 228
......
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