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 are helping a company implement Power Virtual Agents with Omnichannel for Customer Service. The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot. You need to configure a prerequisite before you can implement the chatbot. Which prerequisite should you configure?
Answer: A
You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What should you do?
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 that might meet 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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the [email protected] email address. Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings. Does the solution meet the goal?
Answer: B
You are describing Power Virtual Agents to executives at a company. The executives want to know which features are available out of the box. You need to describe these features. Which three features are available? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Answer: ACE
You need to search for answers to customer claims. Which type of search should you perform?
Answer: C
A company is implementing Omnichannel for Customer Service. The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website. The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter. You need to configure the system with the least amount of effort. What should you do?
Answer: C
A fitness company has several locations. The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers. Customers report the following issues: • Customers are assigned personal trainers who do not reside at the customer's location. • Customers are assigned personal trainers during the trainers’ non-working hours. You need to resolve the issues. Which two settings should you configure? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Answer: AC
You are a Dynamics 365 Customer Service administrator. You are configuring a case dashboard. You need to filter the dashboard to show only escalated cases and cases that are marked as Request. Which filter should you use?
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 that might meet 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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the [email protected] email address. Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue. Does the solution meet the goal?
Answer: B
A company enables custom context variables on a chat widget. Users report that the context variables are not being populated on new chats. You need to troubleshoot the issue by querying the event listeners. Which listener is required to be running?
Answer: D
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