You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.Users report that emails are no longer being converted to cases.What is the possible cause?
Answer(s): C
When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in context to the permissions that the owner of the case creation rule has.Note: A workflow can only be activated or deactivated by the workflow owner or by someone with the Act on Behalf of Another User privilege such as the system administrator.
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
You are implementing a help desk system that enables users to submit cases by using telephone or email.You need to ensure that cases are classified correctly.What should you do?
Answer(s): D
Define subjects to categorize cases, products, and articles.To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected Subject.
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles
DRAG DROP (Drag and Drop is not supported)A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template. When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department. You need to determine which type of satisfaction metrics to use. Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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. NOTE: Each correct selection is worth one point.
Answer(s): A
Box 1: Net Promoter ScoreNet Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:Detractors are those who respond with a score from 0 through 6.Passives are those who respond with a score of 7 or 8.Promoters are those who respond with a score of 9 or 10.NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score is a number that can range from –100 to 100.Box 2: Customer Satisfaction ScoreCustomer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to 5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.Incorrect:Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service. Sentiment groups the responses to a text-based question as positive, negative, or neutral.
https://docs.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics
HOTSPOT (Drag and Drop is not supported)A company uses Dynamics 365 Customer Voice. The company requires the following for a survey: •The survey must be sent automatically each time a salesperson visits a customer and closes the appointment. •If a survey satisfaction score is negative, an activity must be created for the salesperson. You need to configure the survey. What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Box 1: Create a Power Automate flowAfter creating a survey, you can send it to respondents based on a business trigger—resolution of a case or fulfillment of an order, for example. You can either select a built-in template or create a flow from scratch by using Power Automate.Box 2: Create an alert ruleDynamics 365 Customer Voice includes built-in follow-up management to ensure you follow up to your customer feedback in a timely manner. Each customer satisfaction metric includes support for a real-time alert to notify business users upon receiving customer feedback within the specified alert range. Business users can manage and resolve alerts with follow-up action notes using the built-in alert management dashboard.Alerts are the follow-up activities that are created based on the defined alert rules. Alert rules are defined on satisfaction metrics. Alerts are created based on the values of satisfaction metrics in survey responses.
https://docs.microsoft.com/en-us/dynamics365/customer-voice/send-survey-flowhttps://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/customer-voice/dynamics365-customer-voice/close-feedback-loop-through-alerting-follow-up-managementhttps://docs.microsoft.com/en-us/dynamics365/customer-voice/alerts
DRAG DROP (Drag and Drop is not supported)A company deploys Dynamics 365 Customer Service.A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.You need to create the classification ruleset.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.
Step 1: Create a new ruleset in a workstream.To create a logical work classification ruleset, do the following steps:1. In Customer Service admin center, Omnichannel admin center, or Customer Service Hub, select a workstream, and in the Routing rules area, for the Work classification (optional) option, select Create Ruleset.2. On the Work classification page, select Create new, and in the Create work classification ruleset dialog, select Logical rules in Rule type, and enter a name and description. By default, the root record is selected and displayed at the top of the condition builder for ease of reference and visibility of the record for which you are creating the rule.Step 2: Create a new manual rule named Bronze.3. In the Decision list area, select Create Rule, and on the Create work classification rule dialog, enter a name.Step 3: Create a condition for the Bronze rule.4. In the Conditions area, define the conditions according to your business needs. If you are creating classification rules for records, then the top-level condition is automatically populated. You can define conditions for up to two levels of the related records and attributes.5. In the Output area, select the attribute for which value needs to be set if the conditions are met.6. Repeat steps 3 through 5 to create the demand rules.Step 4: Create a rule named 5-hour response from the decision list.Step 5: Create a demand rule for the Bronze rule.
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-work-classification
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