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You need to configure the SMS workstream for the agents, what should you do?

A.

Disable the agent affinity setting.

B.

Set the work distribution mode to Push.

C.

Modify the work distribution mode and set to Pull.

D.

Use the existing fallback queue.

E.

Add an Agent assigned automatic message to the channel.

You need to resolve the live chat routing issue for Agent2.

Which three actions can you perform? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A.

Give Agent2 a high proficiency rating value for a specific HVAC unit

B.

Verify Agent2 has profile-based capacity available.

C.

Give Agent2 a high proficiency rating value for language.

D.

Add a language resource characteristic to the profile of Agent2.

E.

Verify Agent2 is set as a Contact resource type.

You need to recommend how to configure the FAQ website Knowledge Search.

Which five actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

You need to resolve the issues with the French-translated article.

Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

A.

Publish the translated article.

B.

Mark the Product associations field complete.

C.

Create a major version of the translated article.

D.

Publish the parent English article.

E.

Associate the HVAC product.

You need to ensure cases are handled correctly.

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

NOTE: Each correct selection is worth one point.

question 45

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? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A.

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

B.

Create a new SLA for each case that does not have a customer SLA.

C.

Go into the SLA configuration and assign it to a customer.

D.

Automatically apply SLAs to records based on business logic.

E.

Assign SLAs manually to records.

You need to create the queue for cases.

What type of queue should you create?

A.

Teams

B.

Public

C.

Product

D.

Private

E.

Service

You need to decide which action is applicable in the SLA.

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

NOTE: Each correct selection is worth one point.

question 48