A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Case Study 2 - Lamna Healthcare
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.

Case managers must be users in the system but must not be available for the scheduling

rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases
The system must support live chats, texting, and Twitter.

Case representatives must be able to chat, text, and tweet without exiting the system they use

to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or

assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.

Customer satisfaction representatives must be able to read agent scripts and workflows.

A live chat must pop up each time someone fills out the form to register for an appointment. The

live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two type of queues: regular and escalated.

Tickets must be routed to the most qualified representative for the illness.

Tickets assigned to a representative must be automatically placed in that representative's

queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.

Patients who request an escalation from the website must automatically be routed to a chatbot.

The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.

You must create two types of Omnichannel queues: regular and escalated.

Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers
Managers must be able to review weekly productivity reports for representatives by using

Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients' conversations with

representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with

a representative.
Requirements. Appointments
Representatives must be able to schedule appointments and see everyone's free/busy time

during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.

Nurses and doctors must be booked for 30-minute time slots.

Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics
You must implement Customer Insights to keep track of how well representatives are managing

customers' requests.
Analytics must be viewable only in the production environment.

You must ensure that only escalation managers can create workspaces and control access to

workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup

specialty.
Case representatives must only be able to view workspaces.

Managers must be able to review dashboards in the Chat channel to ensure that case

representatives are meeting their objectives.
Drag and Drop Question
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

You are a Dynamics 365 administrator.
You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.
You need to set up the appropriate child/parent relationship.
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 are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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.