QUESTION: 16 Exam Topic: Implement Microsoft Power Platform

A company uses Dynamics 365 Customer Service.

A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment.

You need to assign a role to the supervisor by using the principle of least privilege.
Which security role should you grant to the supervisor?

Environment Maker
Environment Admin
System Administrator
System Customizer

Answer(s): A

Explanation:

The Environment Maker role can create resources within an environment including apps, connections, custom connectors, gateways, and flows using Power Automate.

Incorrect:
* Environment Admin, System Administrator
The Environment Admin role can perform all administrative actions on an environment, including the following:
Add or remove a user or group from either the Environment Admin or Environment Maker role.
Provision a Dataverse database for the environment.
View and manage all resources created within the environment.
Set data loss prevention policies. More information: Manage data loss prevention policies

After creating the database in the environment, you can use the System Administrator role instead of the Environment Admin role.

* System Administrator
Has full permission to customize the system.
Can view all data in the system

* System Customizer
Has full permission to customize the system.
Can only view rows for system tables that they create

Reference:

https://learn.microsoft.com/en-us/power-platform/admin/environments-overview

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QUESTION: 17 Exam Topic: Implement Microsoft Power Platform

A company uses Dynamics 365 Customer Service.
Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.

Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.

You create a model-driven app to display the information.
You need to configure the model-driven app main form.

Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

Use a Timeline control.
Set the Regarding column to the Account table.
Use a card form.
Set the Regarding column to the Contact table.
Use a Quick view control.

Answer(s): A,D

Explanation:

AC: Get a 360-degree view of your customers directly in Dynamics 365 apps. With the Customer Card Add-in installed in a supported Dynamics 365 app, you can choose to display customer profile fields, insights, and activity timeline. The add-in will retrieve data from Customer Insights without affecting the data in the connected Dynamics 365 app.

Prerequisites
* Dynamics 365 model-driven apps, such as Sales or Customer Service, version 9.0 and later.
* Each add-in control relies on specific data in Customer Insights.
- Timeline control requires configured activities. (A)
* Etc.

A: Customer or business contact activities
Customer activities are actions or events performed by customers or business contacts. For example, transactions, support call duration, website reviews, purchases, or returns. These activities are contained in one or more data sources. With Customers Insights, consolidate your customer activities from these data sources and associate them with customer profiles. These activities appear chronologically in a timeline on the customer profile. Include the timeline in Dynamics 365 apps with the Customer Card add-in solution.

Reference:

https://learn.microsoft.com/en-us/dynamics365/customer-insights/customer-card-add-in
https://learn.microsoft.com/en-us/dynamics365/customer-insights/activities

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QUESTION: 18 Exam Topic: Implement Microsoft Power Platform

A company implements Dynamics 365 Customer Service.
You must create an external-facing website that allows customers to perform the following tasks:

•View the status of open support incidents.
•Search knowledge base articles.
•Access support discussion forums.
•Update customer profile information.

You need to create the portal.

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.

See Explanation section for answer.

Answer(s): A

Explanation:

Step 1: Navigate to the Power Apps maker portal.
Provision the Customer portal
Before you begin, make sure that you've already completed the required setup. Then follow these steps to provision the Customer portal.

1. Go to make.powerapps.com. (Step 1)
2. Make sure that you're using the environment where you enabled dual-write.
3. On the Create tab, scroll down to the Start from template section, and select the template that is named Customer Portal, for example. (Step 2)
4. Follow the on-screen instructions.

After provisioning is completed, you can access the Customer portal in the Your apps section of the Home page.

Step 2: Select Create and choose the Customer self-service portal template
Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.

Incorrect:
* Select Create and choose the Customer portal template
Partner portal: A partner portal allows every organization with resellers, distributors, suppliers, or partners to have real-time access to every stage of shared activities. The partner portal can also extend Dynamics 365 Field Service and Dynamics 365 Project Service to provide additional functionality to the above audiences as well as customers.

Step 3: Enter the name, the portal URL, and the language.

Step 4: Customize the portal to add Customer Service data for case status.
Update the Customer portal
More functionality might be added to the Customer portal later. Any changes that Microsoft makes to the underlying solution components will automatically appear in your environment. However, the website that is provisioned in your environment won't automatically reflect changes that are made to the configuration data. You will have to manually apply those changes by getting the code from the new template and merging it with the provisioned website.

Incorrect:
* Select New App, Portal under Apps

Reference:

https://learn.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-setup
https://learn.microsoft.com/en-us/power-apps/maker/portals/create-dynamics-portal
https://learn.microsoft.com/en-us/power-apps/maker/portals/portal-templates

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QUESTION: 19 Exam Topic: Implement Microsoft Power Platform

DRAG DROP (Drag and Drop is not supported)
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.

See Explanation section for answer.

Answer(s): A

Explanation:

Step 1: Create the chatbot application and assign it as an agent.
Prerequisites
Before you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following:
* You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service.
* Etc.
Step 2: Add the chatbot to a voice workstream.
Configure your Power Virtual Agents bot in the admin app
In Customer Service admin center or Omnichannel admin center, select the Power Virtual Agents bot from the list of bots in the Workstreams area, so the bot can be used to hand off conversations to human agents.

Note: To add the bot to the workstream

1. In Customer Service admin center or Omnichannel admin center, go to Workstreams, and select a workstream.
2. For the selected workstream and channel, in the Bot area, select Add bot.
3. In the Add a bot dialog, select the required bot from the Name dropdown list, and then select Save and close.

Step 3: Add the chatbot to the queues.
Configure your Power Virtual Agents bot in Omnichannel Administration

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. The bot will use the routing rules that were created at setup.

1. Connect the bot to Omnichannel for Customer Service and go to the Omnichannel Administration app. More information: Configure seamless and contextual hand-off to Omnichannel for Customer Service.

2. Assign the bot to an existing queue.

3. Select Done. Now you're on the bot profile page and you can see that your bot is connected.

Your bot is ready to accept and respond to customer-initiated conversations.

Step 4: Set escalation rules
Set escalation rules
You can set escalation rules in one of the following ways so the bot can route the queries to the appropriate agent:

Add the bot to an existing human agent queue: If you add the bot to an existing human agent queue, you don’t need to change your existing routing rule. Existing routing rules will send incoming messages to the Power Virtual Agents bot. When a handoff is triggered, customers will be transferred from the Power Virtual Agents bot to the human agent according to the escalation routing rules.

Create a bot queue and a human agent queue: If you create two queues, you must create workstreams that contain context variables and appropriate routing rules to route the customer queries.

Step 5: Set code to engage the chatbot.
Sample code
This section includes code samples that you can use to configure an Azure bot to escalate and end conversations.

Implement a command class to model tasks related to escalating and ending conversations.
The sample code is as follows.

using System.Collections.Generic;
using System.Runtime.Serialization;
using Newtonsoft.Json;
using Newtonsoft.Json.Converters;

namespace EchoBot.OmniChannel
{
/// <summary>
/// Command types that bot can send to Omnichannel
/// </summary>
[JsonConverter(typeof(StringEnumConverter))]
public enum CommandType
{
[EnumMember(Value = "Escalate")]
Escalate = 0,
[EnumMember(Value = "EndConversation")]
EndConversation = 1,
}
/// <summary>
/// Action
/// </summary>
[DataContract]
public class Command
{
/// <summary>
/// Type of action that bot can send to Omnichannel

Etc.

Reference:

https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
https://learn.microsoft.com/en-us/dynamics365/customer-service/bot-escalate-end-conversation

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