Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Introduction to Microsoft Dynamics 365 Customer Consultant 4

Question 1

A Dynamics 365 consultant needs to enable agents to handle live chat conversations. Which add-on or feature must be provisioned first?

Accepted Answer

Omnichannel for Customer Service

Answer

Omnichannel for Customer Service must be provisioned to enable live chat, messaging, and other real-time communication channels for agents.

Question 2

In Dynamics 365 Customer Service, what is the purpose of 'workstreams' in the unified routing configuration?

Accepted Answer

Group incoming work items of a similar type and apply routing rules to them

Answer

Workstreams group incoming work items by channel or type and contain the routing rules, capacity profiles, and assignment settings for those items.

Question 3

Which Dynamics 365 Customer Service feature allows organizations to capture customer satisfaction ratings automatically after a case is resolved?

Accepted Answer

Dynamics 365 Customer Voice

Answer

Dynamics 365 Customer Voice enables organizations to send automated surveys to customers after case closure to capture CSAT and feedback.

Question 4

A consultant wants to ensure that only verified agents can view sensitive case information. Which Dynamics 365 security concept should they implement?

Accepted Answer

Field-level security profiles

Answer

Field-level security profiles in Dynamics 365 allow administrators to restrict read, create, and update access to specific fields on records for defined user groups.

Question 5

What happens to a case's SLA timer when the case status is changed to 'On Hold' with an Enhanced SLA configured?

Accepted Answer

The SLA timer pauses and resumes when the case is reactivated

Answer

Enhanced SLAs support the pause and resume capability, so the timer pauses when a case goes On Hold and resumes from where it left off upon reactivation.

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 Introduction to Microsoft Dynamics 365 Customer Consultant 4