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What should you configure?
A company uses Dynamics 365 Customer Service. The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes. You need to configure the intervals. What should you...
You are modifying the phone-to-case process in Dynamics 365 Customer Service
HOTSPOT You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.) You must modify the business process flow to include the check-email step at the beginning of the research stage. Use the drop-down...
Which three SLAs should you create?
You need to create the SLAs. Which three SLAs should you create? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . SLA with 24 hours as the failure time and no warning B. SLA with 6 hours as the failure time and...
Which types of queues should you use?
DRAG DROP A company uses Dynamics 365 Customer Service. You need to implement queues to meet company requirements. Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type may be used once, more than once, or not at all....
Which role should you assign to case representatives?
You need to configure the system to meet the workspace requirements for case representatives. Which role should you assign to case representatives?A . Owner B. Maker C. Viewer D. Customer Service Schedule Administrator E. CSR ManagerView AnswerAnswer: C
How many cases are left?
A customer has three cases in process and two cases for the current calendar year. You need to determine how many cases the customer has left on their entitlement. How many cases are left?A . 20 B. 22 C. 23 D. 25View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer
Please Answer Questions Follow The Prompts Below
HOTSPOT You need to decide which action is applicable in the SLA . What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical user interface, text, application Description automatically generated
Which five actions should you perform in sequence?
DRAG DROP A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing. Users must be able to navigate to the charts from anywhere within the Customer Service workspace. You need to add the Power BI information to the Customer Service workspace app....
Which type of search should you perform?
You need to search for answers to customer claims. Which type of search should you perform?A . Timeline B. Quick Find C. Related D. Detail E. Case RelationshipsView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control
Which options should you use?
HOTSPOT You need to configure OmniChannel to route correctly. Which options should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Two You must create two types of Omnichannel queues: regular and escalated. Box...
