You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer Service.

You want to make sure that the system automatically asks questions prior to the chat beginning.

Which of the following actions should you take?

A. You should configure a pre-conversation survey.

B. You should configure Customer Voice.

C. You should configure a Teams channel.

D. You should configure an SMS channel.

You need to consider the underlined segment to establish whether it is accurate.

The status reason for a Cancelled case status will read Researching.

A. No adjustment required.

B. Waiting for details

C. Merged

D. On hold

You are describing Power Virtual Agents to executives at a company.

The executives want to know which features are available out of the box.

You need to describe these features.

Which three features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. Monitor bot conversations in real time.

B. Assign cases to specific users.

C. Escalate to a live person.

D. Use bots in post-chat surveys through routing rules.

E. Display a view of customer cases to users.

D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.

E. Add the iFrame URL to your website.

You are creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using a session connector.

Does the solution meet the goal?

A. Yes

B. No

HOTSPOT

You use Dynamics 365 for Customer Service administrator.

You plan to create Voice of the Customer surveys.

You need to determine which survey question feature is needed to complete the design of the survey.

Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

HOTSPOT

You configure Dynamics 365 Customer Service. Managers require a custom dashboard with the following:

1.

A list of customers who have the most cases open.

2.

A list of customers who have the most missed service-level agreements (SLAs) sorted by contact.

3.

A list of top call takers for the week.

4.

A list of the cases that took the most amount of time to resolve.

The custom dashboard must be available for all users to use.

You need to configure the system.

What should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

HOTSPOT

A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements Dynamics 365 Customer Service.

Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.

You need to recommend the appropriate question types.

Which question types should you recommend? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

DRAG DROP

You are a Dynamics 365 for Customer Service system administrator.

You need to create service-level agreements (SLAs) to meet company requirements.

What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view

content.

NOTE: Each correct selection is worth one point.

Select and Place:

DRAG DROP

You are an Omnichannel supervisor for a company.

The company wants to deploy an Omnichannel Insights dashboard.

You need to set up and monitor KPIs.

In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Select and Place: