Omnichannel for Customer Service Flashcards
6 cards from real Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Omnichannel for Customer Service flashcards as text
What is 'live chat' in Omnichannel for Customer Service?
Answer: A real-time text-based communication channel between customers and agents via a website widget
Live chat is a web-based channel where customers initiate real-time text conversations with agents through a chat widget embedded on a website.
What is a 'pre-conversation survey' in Omnichannel live chat?
Answer: Questions presented to customers before the chat starts to collect context information
Pre-conversation surveys collect information from customers before connecting them to an agent, helping route the conversation and giving agents context about the inquiry.
What is 'co-browse' or 'screen sharing' capability in Omnichannel?
Answer: An agent and customer sharing screens to collaboratively resolve complex issues
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.
How does 'capacity' work for agents in Omnichannel for Customer Service?
Answer: Each agent has a defined capacity profile that limits how many concurrent conversations they can handle
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.
What is the 'notification panel' used for in Omnichannel for Customer Service?
Answer: Alerting agents of incoming conversations or chat requests that require acceptance or rejection
The notification panel presents incoming conversation requests to agents, including customer details and context, allowing agents to accept or decline the interaction.
What is 'sentiment analysis' in Omnichannel for Customer Service?
Answer: AI-powered analysis that monitors the emotional tone of conversations in real time to alert supervisors
Sentiment analysis uses AI to automatically detect the emotional sentiment (positive, neutral, negative) of customer messages in real time, alerting supervisors to escalating situations.
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Sources & references
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- learn.microsoft.com — Score validity, eligibility, renewal, score release, fees, passing score, exam format, time limit, retake fee, exam information · verified Oct 2026
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