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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q80-Q85):

NEW QUESTION # 80
Case Study 4 - Lamna Healthcare
Background
Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.
They have the following three departments that take calls daily:
- Chronic illnesses
- Flu-type illnesses
- Geriatric illnesses
There is a fourth area that monitors for miscellaneous issues.
They are implementing Dynamics 365 Customer Service.
Requirements. Queues
A queue has to be set up for each department.
Emails must automatically be routed to the appropriate queue.
Miscellaneous queues must be visible to everyone.
The other queues must be visible only to the appropriate department. If a case is open more than
30 days, the case must automatically be routed to the supervisor. There must be a button on the queue list screen to route a case to a supervisor if requested.
Requirements. Visualizations
Support representatives must have a real-time view of cases assigned to them, including the status of each case.
Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Requirements. Knowledge Base
Support representatives must use the knowledge base first to try to solve issues. Support representatives must be able to reference the knowledge base when it is used to resolve the case.
The knowledge base article that is used to resolve a case must always be sent to the customer. If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Requirements. Cases
The cases must follow a process that includes identify, research, and resolve. A confirmation section must be added before the resolve section. Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help. In addition to the 10 free calls, customers must be able to send 15 emails a year for support. Cases that come in as phone calls must be resolved with seven business days. Cases that come in as emails must be resolved within three business days.
Requirements. Surveys
Lamna Healthcare sends out about 100,000 surveys a month. Lamna must use Microsoft Forms Pro for their surveys.
All surveys must have the company logo.
The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
A survey must automatically be sent once a case is resolved. A manual survey must be sent if a case is escalated. A survey must not be sent without confirming that it is accurate. Supervisors must test a survey before it is finalized.
Hotspot Question
You need to determine the type of queues to create.
How should access to the queues be configured? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Box 1: Private
Miscellaneous queues must be visible to everyone
The other queues must be visible only to the appropriate department.
In Customer Service, you can create two types of queues:
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.
Public queues: Create to let everyone in the organization view the queue and all of its items.
Box 2: Public
Miscellaneous queues must be visible to everyone.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage- activities-cases

NEW QUESTION # 81
A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
Which five 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.

Answer:

Explanation:

Explanation:
Table Description automatically generated

Step 1: Navigate to the maker portal and create a new solution.
Step 2: Select Add Existing and then select Dasbhoard.
Step 3: Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.
Note: Get the embedding parameter values
To embed your content, you need to obtain certain parameter values. The table below shows the required values, and indicates if they're applicable to the service principal authentication method, the master user authentication method, or both.
Before you embed your content, make sure you have all the values listed below. Some of the values will differ, depending on the authentication method you're using.
Table Description automatically generated

Step 4: Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea Edit the default site map Your environment comes with a default site map. This site map is supported for both custom business apps and Dynamics 365 for Outlook.
* In the Dynamics 365 - custom app, go to Settings > Customizations.
* Select Customize the System.
* In the solution window, under Components, select Client Extensions.
* Double-click to select the site map that has the display name Site Map and is in a Managed state. You can also select the site map, and then on the toolbar, select Edit.
* The site map opens in the site map designer.
* Add an area to the site map.
* Add a group to the site map.
* Add a subarea to a group in the site map.
* Select Save.
* Select Publish.
Step 5: Save and publish the customization
Reference:
https://docs.microsoft.com/en-us/power-bi/developer/embedded/embed-sample-for-customers

NEW QUESTION # 82
You have an entitlement that allows 15 cases to be opened by phone.
After the 15 cases are opened by phone, you discover that additional cases are being opened by using email, the Internet and Facebook.
You need to ensure that cases can be submitted for the entitlement only by using the phone.
What should you do?

A. Add entitlement channels that have a total term of 0.
B. Set the default entitlement.
C. Change the Decrease Remaining On setting.
D. Create a routing rule.

Answer: C

NEW QUESTION # 83
You are configuring a queue in Omnichannel for Customer Service for a call center.
You need to complete the queue configuration using the minimal number of actions.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Configure the mailbox for the queue
B. Enable the queue for auto work distribution
C. Set the queue priority for the queue
D. Set the record creation and update rules for the queue

Answer: B,C

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/queues-omnichannel

NEW QUESTION # 84
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
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.

Answer:

Explanation:

1 - Create a new response routing
2 - Add a response condition and the question for which you want to create a rule
3 - Select values for the Operator, comparison Value, and Answer fields
4 - Add a response action and scope
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey

NEW QUESTION # 85
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