FREE Microsoft Dynamics 365 Customer Consultant Questions and Answers
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?
Please select 3 correct answers
By reviewing the status of the Entitlement, checking if it has been canceled or is in draft mode, and verifying the start date, you can determine the reason why you are unable to add the 20 hours of phone time to the Entitlement channel in Dynamics 365 Customer Service.
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?
Please select 2 correct answers
Both methods aim to provide customer service agents with access to the historical analytics reports in Dynamics 365 Customer Service. You can choose the approach that aligns better with your organization's requirements and preferences.
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?
Please select 2 correct answers
With these two features properly configured, when the context variable within Power Virtual Agents is set to true, indicating the need for human agent escalation, the conversation will be routed to the Omnichannel queue. From there, the routing and escalation rules defined in Omnichannel for Customer Service will come into play, ensuring that the conversation is directed to an available human agent for further assistance.
By configuring the context variable and adding the bot to an Omnichannel queue, you can ensure that customer conversations escalate to human agents appropriately within the Omnichannel for Customer Service implementation.
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?
No, the solution mentioned does not meet the stated requirements of automating agents' repetitive tasks and enabling agents to share knowledge articles with customers.
Creating a macro with an Omnichannel connector alone does not address these requirements adequately. A macro is typically used to automate repetitive tasks by recording a sequence of actions and replaying them upon request. However, the solution should involve more than just macros.
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?
Please select 2 correct answers
By performing these two actions, you establish the necessary linkage between the customer accounts and the HVAC units, and you enable the devices to send alerts to the system. This integration between Dynamics 365 Connected Customer Service (IoT) and Azure IoT Central ensures that alerts are received from the HVAC units sold to customers with extended warranties and monitoring services.
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?
Please select 2 correct answers
By performing these two actions, you empower customer agents to access and utilize the standardized answers approved by the legal department in their interactions with customers through chats, texts, and phone conversations. Installing the Productivity Tools app and enabling the productivity pane enhance agent productivity and enable consistent and accurate responses during product recalls.
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?
To ensure that work orders are generated when a light bulb begins to fail, you need to set up the customer account for each bulb correctly.