DRAG DROP (Drag and Drop is not supported)
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
•Establish a one-step process to send a predefined email to customers once a representative is done helping them.
•Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
•Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.
- See Explanation section for answer.
Answer(s): A
Explanation:
Box 1: Resources
Establish a one-step process to send a predefined email to customers once a representative is done helping them.
Box 2: Security roles
Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
Assign a security role
Security roles control a user's access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user's view of data and on the user's interactions with that data.
Box 3: Working hours
Have chatbots available to help make recommendations in typed conversations.
Operating hours define the hours when your organization's customer support team is active and available to serve customers. By setting up operating hours, you help your customers and your organization work together to resolve issues.
The operating hour schedules cater to the following scenarios:
Display the non-availability of customer support on public holidays that are otherwise operating hours.
Accommodate change of calendar timings for daylight saving time twice an year for timezones that have implemented the daylight saving time.
*-> Set up separate schedules for agents, bots, and queues to cater to different business scenarios and product lines seamlessly for any channel.
Define schedules to transition customer queues from bots to agents.
Customize the display and other settings of the chat widget during non-business hours.
Incorrect:
* Business Closures
Business Closure functionality helps organizations define non-working days and holidays to prevent scheduling resources.
Businesses can create their holiday calendar under business closures (for the entire year). Users can set up Business Closure as Observe under a weekly schedule of resources (for customer service model-driven app).
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/create-users
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours?tabs=customerserviceadmincenter