QUESTION: 57

HOTSPOT (Drag and Drop is not supported)
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

See Explanation section for answer.

Answer(s): A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license

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QUESTION: 58

DRAG DROP (Drag and Drop is not supported)
A company is implementing Dynamics 365 Customer Service.
The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.
You need to recommend which apps the company should implement.

Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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.
Select and Place:

See Explanation section for answer.

Answer(s): A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/channels

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QUESTION: 59

HOTSPOT (Drag and Drop is not supported)
A company implements cases in Dynamics 365 Customer Service.
You need to select the features that meet the requirements for a case.
Which feature should you use for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

See Explanation section for answer.

Answer(s): A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records?tabs=customerserviceadmincenter https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-case-sla https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/business-process-flows-overview?view=op-9-1

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QUESTION: 60

HOTSPOT (Drag and Drop is not supported)
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

See Explanation section for answer.

Answer(s): A

Explanation:

Box 1: No
You can search for knowledge content in external sources.

Business value
Knowledge in organizations is typically spread across multiple sources like SharePoint sites, OneDrive, third-party knowledge management systems, and so on.
The ability to quickly find and share knowledge from as many sources as possible helps agents be more productive and resolve issues for customers more quickly.

Box 2: Yes
You can insert knowledge articles into an email.

Business value -
Email is a critical communication channel that support agents use to communicate with customers and a vehicle for sharing knowledge articles. This feature provides agents on Unified Interface with an easy way to insert one or more knowledge articles while working on an email.

Feature details
The legacy web client allows agents working on emails to search for knowledge articles and insert them into the email without losing context. This feature brings this capability into the Unified Interface client. While working on an email, an agent can search and select a knowledge article to include in the email.

Box 3: No
Use the rich text editor to create knowledge articles, format your content, or embed videos and images.

Reference:

https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/service/dynamics365-customer-service/search-knowledge-content-external- sources
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/service/dynamics365-customer-service/insert-knowledge-articles-into-email
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article?tabs=customerserviceadmincenter

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QUESTION: 57

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