What should you configure?

HOTSPOT

A company uses Dynamics 365 Customer Service to provide product support to customers.

Only employees are included in the company’s Azure Active Directory.

You need to configure the system to meet the following requirements.

You must minimize the effort required to complete any required configuration tasks.

✑ Create a website for external customers to open support tickets and see the status of open issues.

✑ Ensure that customers are set up to use this website.

What should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

Explanation:

Box 1: Create a portal by using the Customer self-service template

Create a website for external customers to open support tickets and see the status of open issues.

The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.

Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.

Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can’t be resolved client-side autonomously.

Box 2: Ensure that all customers have an account record.

Ensure that customers are set up to use this website.

Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).