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NEW QUESTION 261
A company uses Dynamics 365 Customer Service Hub. Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue. A customer service representative is not able to perform a relevance search for emails. You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable smart matching.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
NEW QUESTION 262
A company uses Dynamics 365 Customer Service Hub. Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue. A customer service representative is not able to perform a relevance search for emails. You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Configure interactive experience global filter.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
NEW QUESTION 263
You are customizing an Omnichannel for Customer Service implementation for a call center. The call center manager wants to create a new quick response for agents to save time typing a greeting message. You need to create a quick response that includes a customer’s full name. How should you create the quick response?
A. Hi {Customer{Fullname}}, How may I help you?
B. Hi Customer{Fullname}, How may I help you?
C. Hi FullName{Customer}, How may I help you?
D. Hi {FullName{Customer}}, How may I help you?
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-quick-replies
NEW QUESTION 264
You are an Omnichannel supervisor at a company. You install a dashboard in Power BI. You need to ensure that managers are able to access the intraday insights dashboard. What should you do?
A. From the supervisor configuration, add all users to the intraday insights dashboard.
B. From the agent configuration, promote the users to supervisors.
C. From universal service desk, enable all dashboards.
D. From the supervisor configuration, add the required users.
E. From Power BI, share the dashboard with the entire organization.
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor
NEW QUESTION 265
You are implementing Omnichannel for Customer Service for a company. The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team. You need to configure the system. Which two components should you configure? (Each correct answer presents part of the solution. Choose two.)
A. Create a work item trigger.
B. Turn on Agent Affinity.
C. Create a Parent Child attribute.
D. Create a routing rule.
E. Turn on a custom listener.
Answer: AD
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca
NEW QUESTION 266
You are configuring a queue in Omnichannel for Customer Service for a call center. You need to complete the queue configuration using the minimal number of actions. Which two actions should you perform? (Each correct answer presents part of the solution. Choose two.)
A. Configure the mailbox for the queue.
B. Set the record creation and update rules for the queue.
C. Set the queue priority for the queue.
D. Enable the queue for auto work distribution.
Answer: CD
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/queues-omnichannel
NEW QUESTION 267
You are creating a Power Virtual Agents chatbot to handle common customer inquiries. A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive. You need to determine why the node is inactive. What should you use?
A. Maker portal.
B. Supervisor dashboard.
C. Test bot pane.
D. Topic checker.
Answer: D
Explanation:
https://docs.microsoft.com/en-us/power-virtual-agents/authoring-topic-management
NEW QUESTION 268
You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal? (Each correct answer presents a complete solution. Choose two.)
A. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.
B. Create a new SLA for each case that does not have a customer SLA.
C. Go into the SLA configuration and assign it to a customer.
D. Automatically apply SLAs to records based on business logic.
E. Assign SLAs manually to records.
Answer: DE
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#apply-slas-on-demand
NEW QUESTION 269
You are using Dynamics 365 Customer Service. You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company. What should you do?
A. Configure entitlement channels.
B. Create an entity for each channel and configure the relationship with the entitlement.
C. Create queues for each channel.
D. Configure routing rules.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
NEW QUESTION 270
A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years. You need to set up support entitlement enforcement. Which three attributes should you configure? (Each correct answer presents a part of the solution. Choose three.)
A. Specify the remaining item.
B. Specify the total term.
C. Specify the end date.
D. Set the Restrict based on entitlement terms value.
E. Specify the service-level agreement (SLA).
Answer: BCD
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
NEW QUESTION 271
You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application. You need to enable entities for service-level agreements (SLAs). For which entity can you enable SLAs?
A. Contract.
B. Business unit.
C. KPIs.
D. Customer service schedule.
E. Holiday schedule.
F. Account.
Answer: F
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-service-level-agreements
NEW QUESTION 272
A customer’s entitlement is not available to assign to a case. You need to determine the cause of the customer’s issue. What are two possible reasons for the issue? (Each correct answer presents a complete solution. Choose two.)
A. The entitlement is active.
B. The entitlement is in waiting status.
C. The entitlement is expired.
D. The entitlement was renewed.
E. The entitlement is set as the default.
Answer: BC
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
NEW QUESTION 273
You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows:
– A case for a new customer follows a different process than for a returning customer.
– A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
– All cases must be researched and resolved.
– Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases. What should you do?
A. Create a business process flow that branches.
B. Create two different forms and a business process flow for each type of customer.
C. Create a Power Automate flow that branches.
D. Create two different queues for the different types of customers.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/enhance-business-process-flows-branching?view=op-9-1
NEW QUESTION 274
HotSpot
You are creating a bar chart that displays the 10 help desk representatives who are resolving the most cases. You need to ensure that all team members can view the chart. You do not have share privileges. How should you configure the chart? (To answer, select the appropriate options in the answer area.)
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/customize-dev/understand-charts-underlying-data-chart-representation?view=op-9-1
NEW QUESTION 275
Drag and Drop
You are implementing Omnichannel for Customer Service for a call center. The call center’s requirements for the implementation are as follows:
– When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.
– The Customer Summary tab must be the primary tab during the conversation.
– Agents must be able to close the New Case form tab.
– Agents must not be able to close the Customer Summary tab.
You need to configure the tabs. Which configuration should you use for each tab? (To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/session-templates
NEW QUESTION 276
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