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NEW QUESTION 331
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 332
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2. You need to set up the queues to meet the following requirements:
– Users must have their own queues that no one else can access.
– Users must not be able to view each other’s queue.
– Users must be able to work from the support queue.
Solution:
– Set up each user queue to be private.
– Set up level1 and level2 queues to be private and add applicable members.
– Set up the support queue to be public.
Does the solution meet the goal?
A. Yes
B. No
Answer: A
NEW QUESTION 333
An electrical engineering company is implementing Dynamics 365 Customer Service. Engineers schedule work in one-hour blocks. Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block. Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block. You need to configure the fulfillment preference to meet the requirements.
Solution: Create a timegroup with the preference setting of one hour.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
NEW QUESTION 334
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
NEW QUESTION 335
You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases. Users report that emails are no longer being converted to cases. What is the possible cause?
A. The Dynamics Flow process is not running.
B. Your user ID does not have permission to run the process effectively.
C. The workflow process has been deactivated.
D. The solution has not been published.
Answer: C
Explanation:
If Emails are automatically converted to cases by using the latest version of the feature via Automatica Create and Update record rules, we do not have a Workflow (deprected one) but a Modern Flow (Power Automate).
NEW QUESTION 336
You are implementing a help desk system that enables users to submit cases by using telephone or email. You need to ensure that cases are classified correctly. What should you do?
A. Configure relevance search.
B. Configure categorized search.
C. Create security roles by support function. Assign the security role to users.
D. Modify the subject tree.
Answer: D
NEW QUESTION 337
You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?
A. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include all the required fields that should map from the parent case.
C. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.
D. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case type fields to the list. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
Answer: D
NEW QUESTION 338
A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access. Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap. You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department. What should you do?
A. Set product privileges to Basic for the agents.
B. Configure the site map subarea privileges of the product table.
C. Set product privileges to Local for the agents.
D. Configure the site map to remove the subarea where the product is displayed.
Answer: D
NEW QUESTION 339
A company implements Dynamics 365 Customer Voice. When the company deploys an application at the end of a project, users are unable to distribute surveys. You need to assign users to the appropriate role so they can distribute the survey. You must adhere to the principle of least privilege. To which role should you assign the users?
A. Omnichannel supervisor.
B. Scheduler.
C. Productivity tools user.
D. Survey sender.
Answer: D
Explanation:
Users must at least have the Survey Sender role to send the survey through Dynamics 365 apps.
https://learn.microsoft.com/en-us/dynamics365/customer-voice/send-survey-from-dynamics-365
NEW QUESTION 340
You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace. Which screen should the representatives use to perform this task?
A. Customer service multiple customer sessions.
B. Customer Service Agent Dashboard.
C. Power BI dashboard.
D. Next available case record.
Answer: B
NEW QUESTION 341
You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service. When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case. You need to configure the system. Which two options should you configure? (Each correct answer presents part of a solution. Choose two.)
A. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.
B. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.
C. In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.
D. In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.
Answer: AD
NEW QUESTION 342
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings:
– Email only.
– Phone only.
– Half phone and half email.
You allocate 50 cases to each support offering. You need to create the entitlement with terms that adhere to the support offerings. What are two possible ways to achieve this goal? (Each correct answer presents a complete solution. Choose two.)
A. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.
B. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.
C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.
D. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.
E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.
Answer: CE
NEW QUESTION 343
You are using Dynamics 365 Customer Service to create and activate entitlements. Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement. You need to identify the entitlement issue. What is the cause of the issue?
A. The Products or Contact field values have not been configured before activation.
B. The start date of the entitlement is in the future.
C. The entitlement has expired and is awaiting renewal.
D. The end date of the entitlement has been incorrectly configured to a date that has already passed.
Answer: B
NEW QUESTION 344
You are a Dynamics 365 Customer Service representative. You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied. What should you use?
A. Add to queue.
B. Run workflow.
C. Save and route.
D. Share.
Answer: A
NEW QUESTION 345
You use Dynamics 365 Customer Service to manage cases. You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by. Which two types of SLA details should you use? (Each correct answer presents part of the solution. Choose two.)
A. SLA item failure.
B. Response KPI only.
C. Resolve KPI only.
D. Item warning.
Answer: AD
NEW QUESTION 346
You are a Dynamics 365 Customer Service administrator. Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email support only. Phone support is offered as a premium service in allotments of 10 incidents. You need to set up an entitlement template for the standard support. What should you configure?
A. Set the value of the Total Terms field for an entitlement to 50.
Set the entitlement channel option to Email.
Set the value of the Total terms value to 20.
B. Set the value of the Total Terms field for an entitlement to 20.
Set the value of the entitlement channel option to Email.
C. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to Email.
Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field to 10.
D. Set up an entitlement record for each account.
Set the value of the Total Terms field to 20.
Set the entitlement channel to Web.
Set the value of the Total Terms field to 20.
Answer: B
NEW QUESTION 347
You are a Dynamics 365 Customer Service system administrator. You are unable to add 20 hours of phone time to the Entitlement channel. You need to determine the reason you are unable to add the hours. What are three possible reasons? (Each correct answer presents a complete solution. Choose three.)
A. The Entitlement start date is in the future.
B. The Entitlement is in draft mode.
C. The Entitlement has been canceled.
D. The Entitlement is in active mode.
E. The Entitlement expiration date has passed.
Answer: ADE
NEW QUESTION 348
You are a customer service schedule administrator. A customer has a custom entity that requires its own schedule board. You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters. What should you do next?
A. Add a new resource requirement. Add a new view for the custom entity.
B. Change the default entity name to the custom name. Create a new schedule board for the custom entity.
C. Disable the schedule board. Configure Resource Scheduling Optimization.
D. Configure the booking metadata. Create a new schedule board for the custom entity.
Answer: D
NEW QUESTION 349
A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians. The company is implementing scheduling. The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them. You need to identify the valid resources. Which two options are valid resources? (Each correct answer presents a complete solution. Choose two.)
A. Equipment
B. Record
C. Activity
D. Case
E. Contact
Answer: AE
NEW QUESTION 350
Your company uses Dynamics 365 Customer Service. You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer. You need to configure the survey. Which feature should you use?
A. Branching rule.
B. Multiple-page survey.
C. Multiple answer.
D. Post-survey message.
Answer: A
NEW QUESTION 351
You are implementing Omnichannel for Customer Service for a company. The company wants agents to serve customers through both the company’s portal and Facebook page. You need to enable the appropriate channels. Which two channels should you enable? (Each correct answer presents part of the solution. Choose two.)
A. SMS channels.
B. Chat.
C. Facebook.
D. WhatsApp.
E. Social channels.
Answer: BC
NEW QUESTION 352
You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels. You receive the following error message:
“Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.”
You need to enable unified record routing and route records. Which three steps must you perform? (Each correct answer presents part of the solution. Choose three.)
A. Set up users as leads.
B. Deploy Omnichannel for Customer Service.
C. Enable an entity for queues.
D. Set up users as contacts.
E. Provision unified routing for Customer Service only.
F. Set up users as bookable resources.
Answer: BCE
NEW QUESTION 353
You are customizing an Omnichannel for Customer Service implementation. A call center wants to enable a chat channel for unauthenticated chats with the following requirements:
– Chat must auto detect a customer for agents.
– A chat widget must be embedded in a specific domain.
You need to customize the solution that meets the requirements. Which two options you should select? (Each correct answer presents part of the solution. Choose two.)
A. pre-chat survey
B. visitor location
C. proactive chat
D. widget location
Answer: CD
NEW QUESTION 354
A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service. Installation technicians call support technicians when they encounter issues during system installations. You must create step-by-step documentation for the support technicians. Which two fields must you include? (Each correct answer presents part of the solution. Choose two.)
A. Description
B. Agent script
C. Owner
D. Language
Answer: AB
NEW QUESTION 355
You are customizing an Omnichannel for Customer Service implementation. You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human agents. You need to complete the configuration to resolve the issue. Which two features should you configure? (Each correct answer presents part of the solution. Choose two.)
A. Smart Assist
B. session template for the bot
C. context variable
D. bot in an Omnichannel Queue
Answer: CD
NEW QUESTION 356
A company is implementing Omnichannel for Dynamics 365 Customer Service. The company’s requirements are:
– Live chat must be available through Omnichannel for cases only.
– High-priority cases must automatically be sent to the next available agent.
– Lower-priority cases must wait to be picked up by an agent.
– All work must be distributed evenly with no other conditions.
You need to select the setup that meets the requirements. Which setup should you select?
A. one workstream and one routing rule
B. two workstreams and two routing rules per workstream
C. one workstream and two routing rules
D. two workstreams and one routing rule per workstream
Answer: C
NEW QUESTION 357
A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for Customer Service. The company has offices in Africa and South America. You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions. To which three geographies should you deploy the PVAs? (Each correct answer presents a complete solution. Choose three.)
A. South America
B. United States
C. Africa
D. Asia
E. Europe
Answer: ABE
Explanation:
https://learn.microsoft.com/en-us/power-virtual-agents/data-location?tabs=web
NEW QUESTION 358
You are implementing Omnichannel for Customer Service. The customer service supervisor wants to change one of the intraday KPI calculation methods. You need to modify the supervisor dashboard with the new KPI. Which tool should you use?
A. Power BI Pro.
B. Report Wizard.
C. Power Platform Maker portal.
D. Supervisor settings.
Answer: A
Explanation:
https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor#configure-customized-intraday-insights-reports
NEW QUESTION 359
A company has used Dynamics 365 Customer Service with Omni channel for more than a year. The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts, and phone conversations. You need to configure the system. Which two actions should you perform? (Each correct answer presents part of the solution. Choose two.)
A. Enable the productivity panel.
B. Install the Productivity Tools app from App Source.
C. Create a macro.
D. Create an agent script.
Answer: AD
Explanation:
https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/agent-scripts?tabs=customerserviceadmincenter
NEW QUESTION 360
A company is implementing Customer Service Insights. Users need to understand customer data in more detail. You need to complete the initial configuration of the workspaces. Which three tasks should you perform? (Each correct answer presents part of the solution. Choose three.)
A. Add an agent permission role to the required users.
B. Add a viewer permission role to the required users.
C. Connect Customer Service Insights to a Power BI environment.
D. Share the connected workspace with the required users.
E. Connect Customer Service Insights to a Common Data Service environment.
Answer: BDE
Explanation:
https://learn.microsoft.com/en-us/dynamics365/customer-insights/customer-insights-dataverse
NEW QUESTION 361
HotSpot
You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA. You need to examine each case and determine what occurred. What is the result of the merge? (To answer, select the appropriate action in the dialog box in the answer area.)
Answer:
NEW QUESTION 362
HotSpot
A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants. Schedulers must be able to do the following:
– Schedule resources to start appointments every 90 minutes.
– View available resources within the first, second, and third shifts.
You need to configure the system to optimize work scheduling. What should you configure? (To answer, select the appropriate options in the answer area.)
Answer:
NEW QUESTION 363
HotSpot
You are implementing Dynamics 365 Customer Service Workspaces for your company’s help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following requirements:
– Ensure each helpdesk representative has the same user experience when logging into the application.
– Customer records must automatically open when a helpdesk representative opens a case.
You need to configure the help desk settings. What should you configure? (To answer, select the appropriate options in the answer area.)
Answer:
NEW QUESTION 364
HotSpot
You create a survey for the employees of your company to provide feedback on future products. An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations. You need to create a new survey that meets the following requirements:
– Allow all people in the company to respond.
– Limit availability to only one day after clicking a personalized link.
How should you configure the survey distribution? (To answer, select the appropriate options in the answer area.)
Answer:
Explanation:
https://learn.microsoft.com/en-us/dynamics365/customer-voice/distribution-settings
NEW QUESTION 365
HotSpot
A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service. A browser-based internal application provides a history of a customer’s payments and credit scores. You create an application tab template for the internal application. If a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility. Because the internal application requires maximum screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab. Once an eligibility check is performed, the agent must be able to chat with the customer again. You need to create a session template for the company. How should you configure each area of the template? (To answer, select the appropriate options in the answer area.)
Answer:
NEW QUESTION 366
Drag and Drop
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.)
Answer:
Explanation:
NPS has a scale of -100 to 100, CSAT has a scale of 0 to 5. Sentiment is either Negative, Neutral or Positive so doesn’t apply.
NEW QUESTION 367
Drag and Drop
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented. Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue. You need to create a queue for customer service emails. 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.)
Answer:
NEW QUESTION 368
Drag and Drop
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely. You need to set the resource to enable the engineer to work remotely. Which three actions should you perform next 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:
NEW QUESTION 369
Drag and Drop
You are implementing a new channel within Omnichannel. You need to enable an SMS channel. On which entity should you configure each task? (To answer, drag the appropriate entities to the correct tasks. Each entity 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:
NEW QUESTION 370
Drag and Drop
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:
https://learn.microsoft.com/en-us/azure/bot-service/abs-quickstart?view=azure-bot-service-4.0&tabs=userassigned
NEW QUESTION 371
……
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