Microsoft Dynamics 365 Customer Service Functional Consultant187 questions across 19 pages are complete and free, with no account or card.
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You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate the following tasks: • Open the client's record. • Search the KB. • Send the KB article in the chat. You need to configure macros to automate the tasks. Which three features should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Answer: ABE
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. You are creating agent scripts that have macros for quick steps for agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro. Solution: Configure the macro by using an Omnichannel connector. Does the solution meet the goal?
Answer: B
A company uses Dynamics 365 Customer Service. The company requires the capabilities of Ask a Question in Copilot in Dynamics 365 Customer Service. The company has many support articles. Agents must be restricted from accessing some articles. You need to ensure that agents can open only articles relevant to them when asking Copilot a question. What should you configure?
Answer: C
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. You are creating agent scripts that have macros for quick steps for agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro. Solution: Configure the macro by using a session connector. Does the solution meet the goal?
Answer: B
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. You are creating agent scripts that have macros for quick steps for agents in a support center. Agents need to be able to open a case from one of the steps in the agent scripts. You need to select a type of connector to use to create the macro. Solution: Configure the macro by using a productivity automation connector. Does the solution meet the goal?
Answer: A
You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case. You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields. What should you do?
Answer: D
A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated. You need to ensure that the manager's requirements are met. What should you configure?
Answer: D
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