You need to ensure users can search the knowledge base from a case record.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.
Answer(s): B,C
HOTSPOT (Drag and Drop is not supported)You need to configure OmniChannel to route correctly.Which options should you use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Answer(s): A
Box 1: TwoYou must create two types of Omnichannel queues: regular and escalated.Box 2: Add a routing rule for a push on owner assignment in OmnichannelTickets assigned to a representative must be automatically placed in that representative's queue.A customer initiates a conversation from the portal, and the conversation reaches the Omnichannel system. Now, based on the routing rules condition defined in the routing system, it starts routing the conversation to the appropriate queues.When the conversation reaches to the queues, the work assignment system assigns the conversation based on triggers.
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca
HOTSPOT (Drag and Drop is not supported)You need to choose the appropriate actions when using the knowledge base.Which actions should you choose? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Box 1: Email the knowledge base article to the customerSupport representatives must use the knowledge base first to try to solve issues.The knowledge base article that is used to resolve a case must always be sent to the customer.Box 2: Link to resolved caseSupport representatives must be able to reference the knowledge base when it is used to resolve the case.Box 3: Create a knowledge base articleIf the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
You need to add the confirmation step for cases.What should you edit?
Answer(s): B
A confirmation section must be added before the resolve section.Example: Add an on-demand action to a business process flow.The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-business-process-flow
DRAG DROP (Drag and Drop is not supported)You need to set up the system for cases going to supervisors.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.Select and Place:
Step 1: In Service Management, create a Routing Rule set.Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.Create routing rulesets to route cases.Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.Step 2: Enter Name, Select Save, and select the plus sign to add a rule itemOn the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.Select Save. The routing ruleset is saved, and the Rule Items section is displayed.In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.Step 3: Add conditionsUnder Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.Step 4: Save and activate.Select Save and Close.In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
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