Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Omnichannel for Customer Service 2

Question 1

What is 'live chat' in Omnichannel for Customer Service?

Accepted Answer

A real-time text-based communication channel between customers and agents via a website widget

Answer

Live chat is a web-based channel where customers initiate real-time text conversations with agents through a chat widget embedded on a website.

Question 2

What is a 'pre-conversation survey' in Omnichannel live chat?

Accepted Answer

Questions presented to customers before the chat starts to collect context information

Answer

Pre-conversation surveys collect information from customers before connecting them to an agent, helping route the conversation and giving agents context about the inquiry.

Question 3

What is 'co-browse' or 'screen sharing' capability in Omnichannel?

Accepted Answer

An agent and customer sharing screens to collaboratively resolve complex issues

Answer

Co-browse and screen sharing capabilities allow agents to view or control a customer's screen (with consent) to guide them through complex processes or troubleshoot issues visually.

Question 4

How does 'capacity' work for agents in Omnichannel for Customer Service?

Accepted Answer

Each agent has a defined capacity profile that limits how many concurrent conversations they can handle

Answer

Capacity profiles define the maximum workload for an agent, measured in units assigned per conversation type, preventing agents from being overwhelmed with too many simultaneous interactions.

Question 5

What is the 'notification panel' used for in Omnichannel for Customer Service?

Accepted Answer

Alerting agents of incoming conversations or chat requests that require acceptance or rejection

Answer

The notification panel presents incoming conversation requests to agents, including customer details and context, allowing agents to accept or decline the interaction.

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

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

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Omnichannel for Customer Service 2