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

No, the solution is insufficient. While macros can automate routine tasks, they don't inherently provide agents with the functionality to give clients access to knowledge articles. To meet both requirements, the Knowledge Base feature needs to be configured for article access, and additional tools like agent scripts or the productivity pane might be needed for comprehensive automation and guidance.

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

For an IoT sensor to generate a work order that is correctly linked to a customer, the device must be associated with the customer's account in Dynamics 365. This association allows the system to identify the customer when a device malfunction is detected, ensuring that the generated work order is accurately assigned and linked to the relevant service history and contact information.

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

To enable device notifications from HVAC units and integrate them with Dynamics 365 Connected Customer Service, two crucial steps are required. First, the device must be added to Azure IoT Central (or IoT Hub) to collect and manage its data. Second, the device needs to be associated with a customer account within Dynamics 365 so that alerts can be correctly linked to the client for service and warranty tracking.

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

Entitlement terms, such as phone time, can only be consumed or added when the entitlement is in an active and valid state. If the entitlement's start date is in the future, it is still in draft mode, or it has been canceled, it is not yet active or no longer valid. Therefore, hours cannot be added or utilized until the entitlement is active.

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

To make historical analytics reports accessible to customer service representatives, two actions are necessary. First, the Customer Service Representative security role needs to be edited to grant read-only access to the relevant analytics reports. Second, if these reports are not already exposed through their current application, a new model-driven app can be created specifically to display these reports, and then the security role must be given access to this new app.

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Practice Test

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Practice Test

Free Microsoft Dynamics 365 Customer Consultant Questions and Answers