You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.You need to ensure that managers are able to access the intraday insights dashboard.What should you do?
Answer(s): D
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor
Your company uses Dynamics 365 Customer Service. You are designing a survey to send out each time a case closes. The survey must adapt to display additional questions within the same survey if a customer chooses Dissatisfied as a survey answer. You need to configure the survey. Which feature should you use?
Answer(s): A
Branching rules allow you to customize the flow of your survey. You can show or hide questions, choose to navigate to another question or survey, or even open a website based on the response to a question. Branching rules make your surveys interactive and ensure that only relevant questions are displayed to respondents.
https://docs.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule
You are implementing Omnichannel for Customer Service for a company. The company wants agents to serve customers through both the company's portal and Facebook page. You need to enable the appropriate channels. Which two channels should you enable? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Answer(s): B,C
Use ChatIf you want to help your customers using live chat, you can use the Chat for Dynamics 365 Customer Service channel.Use the Facebook channel.Note: Social channelsIf you want to help your customers using social media, you can use the following social channels:Apple Messages for BusinessFacebookGoogle's Business MessagesWhatsApp through TwilioTwitterWeChatLINE
https://docs.microsoft.com/en-us/dynamics365/customer-service/channelshttps://docs.microsoft.com/en-us/dynamics365/customer-service/facebook
You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.You receive the following error message:Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.You need to enable unified record routing and route records.Which three steps must you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.
Answer(s): B,E,F
BE: Provision unified routing in Customer Service with Omnichannel for Customer ServiceWhen Omnichannel for Customer Service is available but not deployed, in the Service Configuration Settings page, the following message will appear:"Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support."F: Set up unified routing for records, prerequisitesTo set up record routing for Customer Service, unified routing must be enabled in your environment.You must have users configured as bookable resource.Etc.
https://docs.microsoft.com/en-us/dynamics365/customer-service/provision-unified-routinghttps://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-record-routing
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Jai Hind Commented on June 13, 2022 This exam dumps questions is EK DAM ZABARDAST! I passed the exam this afternoon. INDIA
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