DRAG DROP You are customizing a Dynamics 365 Customer Service implementation for a call center. The call center wants to enable SMS as a channel for the customer service department. You need to complete the SMS channel configuration. Which account…
HOTSPOT A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service. The company wants the following requirements implemented without the need to license additional software: The system must automatically ask questions before the chat begins. Credit…
A company is implementing Omnichannel for Customer Service. The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website. The company…
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service. The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot. You need to configure a prerequisite before…
HOTSPOT 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. Hot Area:
HOTSPOT You need to configure the options for the schedule. Which options should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:
Case study 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.…
A company closes the business each year for nine business days. You need to configure the system to reflect the business closure while minimizing the number of records that you must create in the system. What should you create? A.…
HOTSPOT A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service. Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company…
A fitness company has several locations. The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers. Customers report the following issues: Customers are assigned personal trainers who do not reside at the customer’s…