Question 61
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable smart matching.
Does the solution meet the goal?
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.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable smart matching.
Does the solution meet the goal?
Question 62
You manage Dynamics 365 for Customer Service.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Question 63
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 64
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 65
You are configuring Dynamics 365 Customer Service workspaces.
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?
Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions.
You need to configure the simplified navigation experience.
What should you do?