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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q17-Q22):NEW QUESTION # 17
You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.
You need to create a personal chart that meets the following requirements:
Show the number of open cases assigned to you for each customer.
Ensure that specific team members can view the chart and view any changes as you update the chart.
Which options should you use? To answer, select the appropriate options in the answer are a.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/stream-analytics-query/count-azure-stream-analytics
NEW QUESTION # 18
Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.
Answer: A,D
Explanation:
https://community.dynamics.com/365/b/dynamics365enterprisecloudfronts/posts/how-to-pause- sla-in-dynamics-365
NEW QUESTION # 19
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/plan-survey
NEW QUESTION # 20
A company uses Omnichannel for Customer Service.
The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.
You need to set up the prerequisites for the Power Virtual Agents.
Which three technologies should you set up? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,D,E
Explanation:
CE: Prerequisites
Before you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following:
* Azure Application ID - You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service.
* Bot - You must have a pre-configured bot that can integrate with Omnichannel for Customer Service.
* Product licenses - You need a product license for Power Virtual Agents
* Role - You must have the Omnichannel administrator role.
B: In Omnichannel Administration, after the Power Virtual Agents bot is created and configured to work with Omnichannel for Customer Service, you can configure it to hand off conversations to queues. To receive incoming messages, you must add the bot to at least one queue.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION # 21
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?
Answer: D
NEW QUESTION # 22
......
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