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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
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 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 . OwnerB . MakerC . ViewerD . Customer Service Schedule AdministratorE . CSR ManagerView AnswerAnswer: C
Which security roles should you use?
You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?A . Omnichannel supervisor and customer service managerB . Omnichannel supervisor and customer service representativeC . Omnichannel agent and customer service representativeD . Omnichannel agent and Omnichannel supervisorView...
Which two actions should you perform?
Topic 3, The Phone Company Case study Overview 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...
How should access to the queues be configured?
HOTSPOT You need to determine the type of queues to create. How should access to the queues be configured? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Private Miscellaneous queues must be visible to everyone...
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 . 20B . 22C . 23D . 25View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer
Which role should you assign to each user?
DRAG DROP You need to set up users with permissions to use the digital messaging channels. Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You...
Which service URL should you use?
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service. You need to configure a Power BI connection to a Dynamics 365 organization named Contoso. Which service URL should you use?A . https://contoso.crm.dynamics.comB . https://disco.crm.dynamics.com/xrmservices/2011/discovery.svcC . https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svcD . https://disco.crm.dynamics.com/api/discovery/v9.1View AnswerAnswer: A
Which access levels should you apply?
HOTSPOT You are configuring a Dynamics 365 for Customer Service instance. Customer service manager cannot create new entitlements for customer service representatives. You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives. Which access levels should you apply? To...
