Topic 5, Lucerne Publishing

Overview

Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education, it also invests in multiple cloud-based solutions to support the customer sen/ice, publishing, and sales departments.

Lucerne Publishing uses the following:

• The Customer Service app for the publishing customer service division.

• Omnichannel capabilities in the Customer Service app.

• Third-party apps for e-commerce so students and parents can order books or courses online.

• Customer service agents as the representatives who will resolve customer’s issues using various channels.

• Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.

• A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.

The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.

Customer Service _ Contact Center

The company has the following requirements:

• Improve agent response time in live chats with customers.

• improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.

• Provide instructions for agents to use when processing book returns.

The instructions must include the following:

o Greet the customer.

o Automatically open the case form for the book return.

o Close the session with the customer.

• Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.

• Enable a new text SMS channel for the agents.

• Improve the agent’s capability to search using Al suggestions.

• Provide agents with real-time recommendations on similar cases and knowledge-base articles.

• Allow agents to know the customer’s point of view on the service.

• Provide a solution that will identify an agent’s supervisor when a customer has a negative experience.

• Improve how the agents’ skills and profiles are maintained.

• Route calls to agents who can support French-speaking customers.

• Configure the French language as a skill for agents who support French-speaking customers.

• Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.

• Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.

• Provide the customer service supervisor with the ability to track sentiment in real time.

• Provide agents with all suggestions on the recent contact that worked on similar cases. Customer Service – Repairs

The company has the following requirements for repair requests:

• Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.

• A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.

• The technician dispatch team must be able to create a Schedule tab in the schedule board.

• Dispatchers must be able to track technicians’ utilization by using personal color codes.

• The field technician’s security role must be field service technician.

The company reports the following issues:

• Agents spend most of their time doing repetitive tasks during support calls or chats.

• There is no guided process for agents to follow the steps when a customer calls for a book return.

• Customer service managers are not able to provide real-time recommendations to customers using Ai suggestions.

• A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.

• The company is not able to retain customers who have a negative experience with the customer service agents.

• Agents are not able to use the schedule board to schedule repair work orders by using a custom view.

• The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.

You need to implement a solution to provide the technician’s utilization.

Which solution should you use?

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You need to configure the SMS workstream.

What should you use?

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You need to assign the minimum required security roles to a bot for the customer service supervisor.

Which security roles should you use?

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DRAG DROP

You need to select the steps to create a new macro that will automate opening a new case creation form.

Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

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Correct Answer:

DRAG DROP

You need to identify the productivity tools to use for the agents.

Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool 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.

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Correct Answer:

Topic 6, Misc. Questions

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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 configuring a business process flow for a case entity.

All cases must be flagged for review.

You need to complete configuration of the business process flow.

Solution: Set the input parameter type as Option set for the action.

Does the solution meet the goal?

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Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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 configuring a business process flow for a case entity.

All cases must be flagged for review.

You need to complete configuration of the business process flow.

Solution: For a new action named Ready for review, disable the As a business process flow action step option.

Does the solution meet the goal?

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Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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 configuring a business process flow for a case entity.

All cases must be flagged for review.

You need to complete configuration of the business process flow.

Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.

Does the solution meet the goal?

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Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the [email protected] email address.

Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.

Does the solution meet the goal?

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Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.

You need to automatically create cases from emails sent to the [email protected] email address.

Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.

Does the solution meet the goal?

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