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 an Omnichannel connector.
Does the solution meet the goal?
Answer : A
You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers. Each bulb includes an loT sensor with LTE capabilities.
When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb.
You implement Connected Customer Sen/ice with Azure loT Central and Power Automate, but work orders are not generated.
You need to ensure that work orders are generated.
What must you set for each bulb?
Answer : C
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Sen/ice (loT) add-in to its environment.
The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.
You need to enable the device alerts.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer : A, C
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.
NOTE: Each correct selection is worth one point.
Answer : A, B, D
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.
NOTE: Each correct selection is worth one point.
Answer : A, B
A company has used Dynamics 365 Customer Service with Omnichannel 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.
NOTE: Each correct selection is worth one point.
Answer : A, B
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.
NOTE: Each correct selection is worth one point.
Answer : A, B
