Question 91
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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 92
You are an administrator for a company that uses a custom Customer Service app.
A user working on a case requires help from a subject matter expert < SME). The user grants the SME write access to the case.
The user must be able to start a chat by using the embedded Teams chat capability.
You need to enable the chat functionality.
Which two actions should you perform? Each correct answer presents part of the solution. Choose two.
NOTE: Each correct selection is worth one point.
A user working on a case requires help from a subject matter expert < SME). The user grants the SME write access to the case.
The user must be able to start a chat by using the embedded Teams chat capability.
You need to enable the chat functionality.
Which two actions should you perform? Each correct answer presents part of the solution. Choose two.
NOTE: Each correct selection is worth one point.
Question 93
A contact center superviser requires operations metrics by channel and sentiment analysis.
You need to install the Omnichannel insights dashboard for the company.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.
You need to install the Omnichannel insights dashboard for the company.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer chokes is correct. You will receive credit for any of the correct orders you select.
Question 94
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 95
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
