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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q183-Q188):
NEW QUESTION # 183
You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.
What should you configure?
- A. Failure Action
- B. Success Criteria
- C. Warning Action
- D. Success Action
- E. Applicable When
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION # 184
You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics
365 license.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Create a view with the data, and then email a link.
- B. Run the survey summary report. Send a link to the report from within Dynamics 365.
- C. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.
- D. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
- E. Create a dashboard of the survey summary reports and share the dashboards with the users.
Answer: C,D
NEW QUESTION # 185
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. Display a view of customer cases to users.
- B. Escalate to a live person.
- C. Use bots in post-chat surveys through routing rules.
- D. Monitor bot conversations in real time.
- E. Assign cases to specific users.
Answer: A,B,D
Explanation:
A: Smart assist is an intelligent assistant that provides real-time recommendations to agents, helping them take actions while interacting with customers. It allows organizations to build a custom bot and plug-in to their environment. These custom bots interpret conversations in real time and provide relevant recommendations such as knowledge articles, similar cases, and next-best steps to the agent's user interface.
C: With Power Virtual Agents, you can hand off conversations to live agents seamlessly and contextually.
When you hand off a conversation, you share the full history of the conversation (the context) as well as all user-defined variables. Having access to this context means live agents that are using any connected engagement hub can be notified that a conversation requires a live agent, see the context of the prior conversation, and resume the conversation.
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist
https://docs.microsoft.com/en-us/power-virtual-agents/advanced-hand-off
NEW QUESTION # 186
You need to configure the correct settings.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
NEW QUESTION # 187
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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-skill-routing-create-rating-model
NEW QUESTION # 188
......
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