Microsoft Dynamics 365 Customer Consultant Flashcards

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?

Answer: No

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.

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?

Answer: Customer account

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.

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?

Answer: Associate the device with a customer account.

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.

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?

Answer: The Entitlement start date is in the future

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.

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?

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

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.

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?

Answer: Enable the productivity pane

To ensure customer service representatives adhere to standard, legally approved responses, especially during product recalls, the Productivity Tools app from AppSource should be installed, and the productivity pane enabled. This suite of tools includes features like agent scripts and smart assist, which guide agents with pre-defined responses and access to relevant knowledge, ensuring consistency and compliance across all customer interactions.

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?

Answer: context variable

For Power Virtual Agents to successfully hand off conversations to human agents in Omnichannel Customer Service, two configurations are crucial. First, the bot must be added to an Omnichannel Queue, which directs the conversation to available human agents. Second, context variables need to be configured to pass relevant information from the bot conversation to the human agent, ensuring a seamless transition and continuity of service.