Question 291
A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
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 292
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
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 choices is correct. You will receive credit for any of the correct orders you select.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
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 choices is correct. You will receive credit for any of the correct orders you select.
Question 293
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 294
A retailer uses Dynamics 365 Customer Service integrated with Microsoft Teams.
Agents must be able to easily chat with other contacts who have recent activities with the same customer as the agent. Agents also must be able to pin specific chats to channels directly from Customer Service.
You need to enable suggested contacts for cases.
Which configuration should you enable for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Agents must be able to easily chat with other contacts who have recent activities with the same customer as the agent. Agents also must be able to pin specific chats to channels directly from Customer Service.
You need to enable suggested contacts for cases.
Which configuration should you enable for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 295
You need to search for answers to customer claims.
Which type of search should you perform?
Which type of search should you perform?