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NEW QUESTION 401
You are creating agent scripts that have macros for quick steps for agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using an Omnichannel connector.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
NEW QUESTION 402
You implement Dynamics 365 Customer Service for a call center. The call center supervisor has the following requirements for the Customer Service workspace functionality:
– Automate agents’ repetitive tasks.
– Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with a session connector.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
NEW QUESTION 403
You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined criteria. A customer service representative verifies that user-created cases are not automatically routing. Similar cases created by using inbound emails are automatically routing to queues. You need to identify the routing issue for user-created cases. What is the issue?
A. Case routing rules do not automatically apply to manually created cases.
B. The queue for this case is not set up or is inactive.
C. The routing rule is not set up to handle the defined routing of cases created by phone.
D. The routing rule to handle cases created by phone is inactive.
Answer: C
NEW QUESTION 404
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks:
– Open the client’s record.
– Search the KB.
– Send the KB article in the chat.
You need to configure macros to automate the tasks. Which three features should you configure? (Each correct answer presents part of the solution. Choose three.)
A. Open the case record through the Productivity automation area.
B. Enable Productivity tools.
C. Open the case record through the session area.
D. Send the KB article through the Productivity automation area.
E. Send the KB article in chat through the Omnichannel area.
Answer: ABE
NEW QUESTION 405
You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case. You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields. What should you do?
A. Use a business rule.
B. Create a many-to-many relationship and update the data mapping.
C. Create a routing rule.
D. Update the attributes that the child case will inherit from the parent case.
Answer: D
NEW QUESTION 406
A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated. You need to ensure that the manager’s requirements are met. What should you configure?
A. Case age for data mapping and automation of topic by using Power Virtual Agents.
B. Last interaction for data mapping and automation of topic by using a bot.
C. Last interaction for data mapping and automation of topic by using Power Virtual Agents.
D. Case title for data mapping and automation of topic by using a bot.
Answer: A
NEW QUESTION 407
You are a customer service manager. You define an enhanced service-level agreement (SLA). You need to accurately record the time spent on cases by customer service representatives. What should you do?
A. Apply automatic routing rules.
B. Pause the SLA when the case is on hold.
C. Apply parent-child case settings.
D. Implement workflows on demand for the case entity.
Answer: B
NEW QUESTION 408
You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for a total of 20 hours of email 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 up an entitlement record for each account.
Set the value of the Total Terms field for the entitlement to 20.
Do not configure an entitlement channel.
B. 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.
C. Set the value of the Total Terms field for an entitlement to 20.
Set the value of the entitlement channel option to Email.
D. 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 10.
Add the Phone option.
Set the value of the Total Terms field to 10.
Answer: B
NEW QUESTION 409
A company uses Omnichannel for Customer Service. An administrator creates a report. You must change reports to intraday insight reports without using customizations. You need to determine why you are unable to switch to the intraday insight reports. What is the issue?
A. The intraday insight reports need to be created in FetchXML first.
B. Users can configure only their own intraday insight reports.
C. The intraday insight reports must be configured from Dynamics 365 Customer Service settings.
D. Only administrators can configure the intraday insight reports.
Answer: D
NEW QUESTION 410
Customer service agents do not have access to Customer Service historical analytics reports in Dynamics 365 Customer Service. You need to provide access to the reports. What are two possible ways to achieve this goal? (Each correct answer presents a complete solution. Choose two.)
A. Edit the Customer Service Representative security role to provide read-only access to analytics reports.
B. Create a new model-driven app to expose the reports and provide app access to the Customer Service Representative security role.
C. Create a new security role and provide read-only access to analytics reports.
D. Edit the Customer Service Representative Manager security role to provide read-only access to analytics reports.
Answer: AC
NEW QUESTION 411
A company administrator is setting up Dynamics 365 Omnichannel for Customer Service. The administrator is unable to complete the setup due to insufficient permissions. You need to ensure that the administrator can complete the setup. Which three security settings should you assign to the administrator? (Each correct answer presents part of the solution. Choose three.)
A. Dynamics 365 Global Administrator.
B. Read access to the Client Access License.
C. Power Platform Admin role.
D. Dynamics 365 System Administrator.
E. Read-write access to the Client Access License.
Answer: ADE
NEW QUESTION 412
A company implements Customer Service. You enable Customer Service historical analytics. You need to identify which Feature is enabled automatically when Customer Service historical analytics is enabled. Which feature should you identify?
A. Real-time customer sentiment.
B. Forecasting.
C. AI topic clustering.
D. AI suggestions.
Answer: D
NEW QUESTION 413
A company uses Dynamics 365 Customer Service with IoT devices. A user with permissions set to use the Customer Service app attempts to connect an IoT device. The user receives an error that states they are not authorized to add this device. You need ensure that the user can add the device. You must use the principle of least privileged access. Which two roles should you assign to the user? (Each correct answer presents part of the solution. Choose two.)
A. IoT Hub Data Contributor
B. IoT Administrator
C. IoT Hub Twin Contributor
D. IoT Endpoint User
E. IoT Hub Registry Contributor
Answer: BD
NEW QUESTION 414
A company uses Dynamics 365 Customer Service. Agents provide incorrect responses when replying to customer issues. You need to configure quick replies. What should you do?
A. Add a macro in Smart assist.
B. Add a quick reply to a workstream.
C. Create a new quick reply with the category name as the title.
D. Create a new tag for each quick reply.
Answer: D
Case Study – Lucerne Publishing
NEW QUESTION 415
You need to implement a solution to provide the technician’s utilization. Which solution should you use?
A. Use default schedule board with filters.
B. Use custom web resources.
C. Change the board view settings.
D. Create multiple schedule board tabs.
Answer: D
Case Study – Lucerne Publishing
NEW QUESTION 416
You need to configure the SMS workstream. What should you use?
A. the existing fallback queue
B. a new fallback queue
C. the work distribution mode set to push
D. the work distribution mode set to pull
Answer: B
Case Study – Lucerne Publishing
NEW QUESTION 417
You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?
A. Omnichannel agent and Omnichannel supervisor.
B. Omnichannel agent and customer service representative.
C. Omnichannel supervisor and customer service manager.
D. Omnichannel supervisor and customer service representative.
Answer: A
NEW QUESTION 418
HotSpot
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:
NEW QUESTION 419
HotSpot
A company is implementing Dynamics 365 Customer Service and Power Virtual Agents for its support desk. Supervisors have the following information requirement:
– Topic analytics for all cases completed over the last year.
– Analytics for chatbot options chosen from past interactions with customers.
You need to configure the system to meet the requirements. What should you enable in the configuration? (To answer, select the appropriate options in the answer area.)
Answer:
NEW QUESTION 420
HotSpot
You are an Omnichannel supervisor for a company. The manager wants to improve response times and customer satisfaction. You need to configure Omnichannel queues using standard functionality. Which capabilities should you enable? (To answer, select the appropriate options in the answer area.)
Answer:
NEW QUESTION 421
Drag and Drop
You are setting up channels for Omnichannel for Customer Service. You want to set up a channel for a WhatsApp app. You need to configure the channel. 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:
NEW QUESTION 422
Drag and Drop
A customer has a Customer Service deployment. The customer needs to implement macros. You need to identify the security roles that are required to configure and use macros. Which security roles are required? (To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.)
Answer:
NEW QUESTION 423
Drag and Drop
You work for a company that installs residential security systems. The company uses Dynamics 365 Customer Service. The company wants to monitor all its installed devices. The company plans to deploy Connected Customer Service. The deployment must include the following:
– Provide a place for messages to flow back and forth for IoT messages to the IoT hub.
– Automate a way to check for messages and open a case when an error is detected.
– Provide a place for the back end to securely connect virtually with the customers’ alarms.
You need to choose which feature to configure to ensure the Connected Customer Service works correctly. Which feature should you use? (To answer, drag the appropriate features to the correct options. Each feature 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 424
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