QUESTION NO: 1
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.
The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.
The call center is closed on New Year ' s Day and the day after New Year ' s. New Year ' s Day is on a Thursday this year.
The company calls for support on the Tuesday before New Year ' s Day at 8:00 a.m.
You need to determine the call center ' s deadline for the SLA.
When will the call center miss their SLA?
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.
The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.
The call center is closed on New Year ' s Day and the day after New Year ' s. New Year ' s Day is on a Thursday this year.
The company calls for support on the Tuesday before New Year ' s Day at 8:00 a.m.
You need to determine the call center ' s deadline for the SLA.
When will the call center miss their SLA?
Correct Answer: B
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QUESTION NO: 2
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
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 choices is correct. You will receive credit for any of the correct orders you select.
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
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 choices is correct. You will receive credit for any of the correct orders you select.
Correct Answer:
Explanation:
QUESTION NO: 3
Note; This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
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 a custom connector.
Does the solution meet the goal?
Note; This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
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 a custom connector.
Does the solution meet the goal?
Correct Answer: A
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QUESTION NO: 4
A company uses Dynamics 365 Customer Service.
An administrator is configuring Copilot to help with knowledge search. Agents must be able to display Knowledge articles in the following ways:
* Display articles related to only a specific product
* Display articles related to a current case and the product related to the agent ' s line of business.
You need to enable a Copilot capability for each requirement.
Which Copilot capability should you enable? To answer, move the appropriate Copilot capabilities to the correct requirements. You may use each Copilot capability once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
A company uses Dynamics 365 Customer Service.
An administrator is configuring Copilot to help with knowledge search. Agents must be able to display Knowledge articles in the following ways:
* Display articles related to only a specific product
* Display articles related to a current case and the product related to the agent ' s line of business.
You need to enable a Copilot capability for each requirement.
Which Copilot capability should you enable? To answer, move the appropriate Copilot capabilities to the correct requirements. You may use each Copilot capability once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
QUESTION NO: 5
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 NOTE: Each correct selection is worth one point.
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 NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
QUESTION NO: 6
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
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 choices is correct. You will receive credit for any of the correct orders you select.
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
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 choices is correct. You will receive credit for any of the correct orders you select.
Correct Answer:
Explanation:
QUESTION NO: 7
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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.
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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.
Correct Answer:
Explanation:
QUESTION NO: 8
You need to ensure that an appropriate resource for sick appointments can be scheduled.
What should you configure?
You need to ensure that an appropriate resource for sick appointments can be scheduled.
What should you configure?
Correct Answer: B
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QUESTION NO: 9
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
Correct Answer: D
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QUESTION NO: 10
A company uses Dynamics 365 Customer Service.
Customer Service workspaces must have custom navigation that meets the following requirements:
* An application must be opened as an anchor tab in the application tab panel.
* Three additional application tabs must be opened when a session begins.
* The default mode of the communication panel must be set to Docked.
You need to determine which tool and feature to use to meet all requirements.
Which two tools/features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A company uses Dynamics 365 Customer Service.
Customer Service workspaces must have custom navigation that meets the following requirements:
* An application must be opened as an anchor tab in the application tab panel.
* Three additional application tabs must be opened when a session begins.
* The default mode of the communication panel must be set to Docked.
You need to determine which tool and feature to use to meet all requirements.
Which two tools/features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Correct Answer: A,B
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QUESTION NO: 11
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 NOTE: Each correct selection is worth one point.
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 NOTE: Each correct selection is worth one point.
Correct Answer: A,C
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QUESTION NO: 12
You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?
You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?
Correct Answer: A
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QUESTION NO: 13
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 site map.
You need to prevent agents from viewing products in the site map while maintaining the ability for the inventory department.
What should you do?
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 site map.
You need to prevent agents from viewing products in the site map while maintaining the ability for the inventory department.
What should you do?
Correct Answer: C
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QUESTION NO: 14
A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
Box 1: Service activity
Avoid disruptions in service by making sure that your resources are scheduled optimally and efficiently.
Using Scheduling in Customer Service Hub, you can plan and schedule service activities for your customers by bringing together all your resources.
Note: Create a service activity
A service activity is defined to look for the next available time slot to schedule the service and align resources as per requirement.
Box 2: Resource category
Create resource groups
The resources are aligned in resource groups or resource categories.
For example, Bert Hair and Gilda Moss are grouped as Technicians and Bike repair workbench - 1 and Bike repair workbench - 2 are grouped as Workbenches.
With bookable resource categories, you can group your bookable resources by type. For example, you can create categories like technician, supervisor, subcontractor, vehicle, or equipment.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/basics-service-service-scheduling
https://docs.microsoft.com/en-us/dynamics365/customer-service/resource-categories-service-scheduling
QUESTION NO: 15
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question type 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.
NOTE: Each correct selection is worth one point.
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
* An area with a list of questions that rate the answers as poor, average, or great.
* A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question type 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.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
