Question 371
A company is using Omnichannel for Customer Service.
You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
Which four 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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
Which four 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.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
Question 372
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
Establish a one-step process to send a predefined email to customers once a representative is done helping them.
Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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 need to automate the following tasks to make it easier and quicker for representatives to assist customers:
Establish a one-step process to send a predefined email to customers once a representative is done helping them.
Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.
Question 373
You need to ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 374
You are customizing an Omnichannel for Customer Service implementation.
You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents.
However, customer conversations are not escalating to human
agents.
You need to complete the configuration to resolve the issue.
Which two features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents.
However, customer conversations are not escalating to human
agents.
You need to complete the configuration to resolve the issue.
Which two features should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Question 375
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.
