Free Microsoft Dynamics 365 Customer Consultant Questions and Answers

Question 1

For a call center, you integrate Dynamics 365 Customer Service.
The functionality of the Customer Service workspace must meet the following criteria according to the call center manager:
* Automate routine chores for agents.
* Let agents give clients access to knowledge articles.
You must make sure the implementation complies with the specifications.
Solution: Use an Omnichannel connector to create a macro.

Is the aim being met by the solution?

Accepted Answer

No

Answer

Yes

Question 2

You are employed by a utility that makes use of Dynamics 365 Customer Service. Customers of the business can purchase outdoor smart light bulbs. An LTE-capable loT sensor is included into each lightbulb.
The loT sensor must generate a work order to send the customer a replacement bulb when a light bulb starts to malfunction.
Work orders are not generated when Connected Customer Sen/ice is implemented with Azure LoT Central and Power Automate.
Make sure work orders are generated, please.

What setting is required for each bulb?

Accepted Answer

Customer account

Answer

Contact

Answer

Master device

Answer

Parent device

Question 3

An organization that produces industrial HVAC systems integrates the Dynamics 365 Connected Customer Sen/ice (loT) add-in into its environment.
When an HVAC unit is sold to a client who also purchases an extended warranty and monitoring service, the company must enable the system to receive warnings from those HVAC units.
The device notifications must be enabled.

What are the two things you should do?

Accepted Answer

Associate the device with a customer account.

Answer

Associate the device with a service level agreement (SLA)

Answer

Add the device to Azure loT Hub

Question 4

You are the system administrator for Dynamics 365 Customer Service.
20 hours of phone time cannot be added to the Entitlement channel.
You must ascertain the cause of your inability to add the hours.

What are the three potential causes?

Accepted Answer

The Entitlement start date is in the future

Answer

The Entitlement expiration date has passed

Answer

The Entitlement is in active mode

Question 5

The historical analytics reports for customer service in Dynamics 365 Customer Care are not accessible to customer service representatives.
You must make the reports accessible.

What are the two potential means through which this can be done?

Accepted Answer

Create a new model-driven app to expose the reports and provide app access to the Customer Service Representative security role.

Answer

Create a new security role and provide read-only access to analytics reports.

Answer

Edit the Customer Service Representative Manager security role to provide read-only access to analytics reports.

Question 6

Dynamics 365 Customer Service with Omnichannel has been used by a business for over a year.
Over the past three months, the company has undergone many product recalls. When answering inquiries from customers who contact them by chat, text, or phone, customer service representatives must adhere to standard responses that have been approved by the legal department.
The system has to be configured.

What are the two things you should do?

Accepted Answer

Enable the productivity pane

Answer

Create an agent script

Answer

Create a macro

Question 7

You are modifying an Omnichannel implementation for customer service.
You set up the Power Virtual Agents' handoff to Omnichannel Customer Service. Customer conversations, however, do not progress to human level agents.
To fix the problem, the configuration must be finished.

What are the two features you should configure?

Accepted Answer

context variable

Answer

Smart Assist

Answer

session template for the bot