HOTSPOT (Drag and Drop is not supported)A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) is implementing Dynamics 365 Customer Service.The company requires a presales solution that handles presales inquiries and existing customer support calls. The solution must meet the following requirements:•Presales inquiry handling must be maintained separately from support call handling.•Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis.•Support calls for specific HVAC systems must be directed only to their respective certified technicians.You need to configure the solution.Which components should you configure? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Answer(s): A
Box 1: QueuePresales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis.The idea of FIFO queuing, also called first-come, first-served (FCFS) queuing, is simple: The first item that arrives at a router is the first item to be handled.Box 2: WorkstreamPresales inquiry handling must be maintained separately from support call handling.A workstream is a container to enrich, route, and assign work items. The workstream is associated with a channel, such as live chat, voice, or case.The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to.Box 3: Assignment rulesetSupport calls for specific HVAC systems must be directed only to their respective certified technicians.Assignment methods determine how a work item is assigned. You can use the out-of-the-box assignment methods or build custom assignment rules by configuring the prioritization rules and assignment rulesetsThe following assignment methods are available out of the box:* Highest capacity: Assigns work item to the agent with the highest capacity, among those who have the skills identified during the classification stage, and who have the presence as specified in the allowed presence option of the workstream. In this assignment method, the work items are prioritized in the first in first out manner, that is, the work item that was created first is assigned first. If more than one agent is available with the same capacity, the work item is assigned randomly.* Round robin
https://www.sciencedirect.com/topics/computer-science/first-come-first-servedhttps://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreamshttps://docs.microsoft.com/en-us/dynamics365/customer-service/assignment-methods
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.•Email only•Phone only•Half phone and half emailYou allocate 50 cases to each support offering.You need to create the entitlement with terms that adhere to the support offerings.What are two possible ways to achieve this goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
Answer(s): C,E
E (not AD): Set up three separate templates, one for each support offering.Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.Template information include:Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customerhttps://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
You are using Dynamics 365 Customer Service to create and activate entitlements.Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.You need to identify the entitlement issue.What is the cause of the issue?
Answer(s): B
If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
DRAG DROP (Drag and Drop is not supported)An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.You need to create a queue for customer service emails.Which three 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.
Create a queue in Customer Service appTo create or edit a queue1. Go to Settings > Service Management.2. Select Queues. (Step 1)3. To create a new queue, select New. (Step 2)4. Fill in the details.5. Select Save.Step 3: Change the queue type to PublicOther employees must read and respond to messages that are routed to a customer service queue.In Customer Service, you can create two types of queues:Public queues: Create to let everyone in the organization view the queue and all of its items.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.
You are a Dynamics 365 Customer Service representative.You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.What should you use?
Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue.
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-rules
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