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| Section | Weight | Objectives |
|---|---|---|
| Manage analytics, visualizations, and insights | 5-9% | - Create and manage dashboards and reports
|
| Implement Connected Customer Service | 2-6% | - Set up IoT and field service integration |
| Implement scheduling | 10-14% | - Configure service scheduling
|
| Implement Customer Service multi-session experience | 5-9% | - Configure Customer Service workspace
|
| Manage cases and knowledge management | 51-55% | - Create and manage cases
- Implement knowledge management
|
| Implement Microsoft Power Platform integration | 2-6% | - Integrate Power Apps and Power Automate
|
| Manage entitlements and service level agreements (SLAs) | 15-19% | - Implement SLAs
|
| Implement routing and work distribution | 2-6% | - Configure unified routing
|
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NEW QUESTION # 54
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 # 55
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/omnichannel-supervisor-experience-enhancements
https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/agent-productivity
NEW QUESTION # 56
A contact center superviser requires operations metrics by channel and sentiment analysis.
You need to install the Omnichannel insights dashboard for the company.
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.
NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.
Answer:
Explanation:
Explanation:
NEW QUESTION # 57
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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:
1 - Create a new response routing
2 - Add a response condition and the question for which you want to create a rule
3 - Select values for the Operator, comparison Value, and Answer fields
4 - Add a response action and scope
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey
NEW QUESTION # 58
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?
Answer:
Explanation:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution
NEW QUESTION # 59
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