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You need to select the feature for each parameter.

Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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 Manager

You need to select which setting needs to be configured for each setup.

Which settings should you select? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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.

What should managers use to perform weekly reviews with case representatives?

A.

Tier 1 dashboard

B.

Agent Insights

C.

Connected Customer Service dashboard

D.

Customer Service Performance dashboard

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 may need to drag the split bar between panes or scroll to view content.

You need to set up the analytics functionality.

What should you do?

A.

Select the System Management menus and configure them in the settings.

B.

Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.

C.

Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.

D.

Install the solution and menu items that will appear in Dynamics 365 Customer Service.

E.

Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

A company implements Customer Service

You enable Customer Service historical analytics.

You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.

Which feature should you identify?

A.

Real-time customer sentiment

B.

Forecasting

C.

Al topic clustering

D.

Al suggestions

A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.

The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.

You need to configure the system.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Install the Productivity Tools app from AppSource.

B.

Enable the productivity pane.

C.

Create a macro.

D.

Create an agent script.

You are a customer service schedule administrator.

A customer has a custom entity that requires its own schedule board.

You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.

What should you do next?

A.

Add a new resource requirement. Add a new view for the custom entity.

B.

Change the default entity name to the custom name. Create a new schedule board for the custom entity.

C.

Disable the schedule board. Configure Resource Scheduling Optimization.

D.

Configure the booking metadata. Create a new schedule board for the custom entity.