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How should access to the queues be configured?
Topic 4, Lamna Healthcare Company (NEW) Case study This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your...
Which options should you configure?
HOTSPOT A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service. The company wants the following requirements implemented without the need to license additional software: ✑ The system must automatically ask questions before the chat begins. ✑ Credit card information that a customer enters in a...
What are two possible ways to achieve this goal?
You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal?...
How should you configure security?
HOTSPOT You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles. You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required. How should you...
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 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...
Which three actions should you perform in sequence?
DRAG DROP You are configuring Dynamics 365 Customer Service. Child cases must inherit the customer name and contact from the parent case when opened. You need to configure the case inheritance. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions...
Which options should you configure?
HOTSPOT You need to configure the options for the schedule. Which options should you configure? 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
What should you do?
You need to configure the system to notify managers about unhappy patients. What should you do?A . Configure Omnichannel Insights. B. Set a routing rule for escalations. C. Change the value of the Monitor real-time customer sentiment option to Yes.View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-monitor-real-time-customer-sentimentsessions
In which configuration area should you enable each requirement?
HOTSPOT You are an Omnichannel supervisor for an inbound call center. The call center's customer service rating has decreased over the past few months. You need to enable analysis to view real-time customer sentiment. In which configuration area should you enable each requirement? To answer, select the appropriate options in...
You are the Dynamics 365 administrator for a help desk
HOTSPOT You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA . You need to examine each case and determine what occurred. What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each...
