HOTSPOT (Drag and Drop is not supported)A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday.The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).You need to configure the system to ensure that the company meets SLA agreements.Which products should you use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.Hot Area:
Answer(s): A
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-with-universal-resource-scheduling
HOTSPOT (Drag and Drop is not supported)A company plans to implement Omnichannel for Customer Service.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:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-manage-sessions https://docs.microsoft.com/en-us/dynamics365/customer-service/monitor-conversations
A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.Temporary employees take much longer to resolve cases than seasoned employees.You need to recommend features that will help employees find information needed to resolve cases.Which two options should you recommend? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
Answer(s): A,C
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
HOTSPOT (Drag and Drop is not supported)A customer plans to use knowledge articles to share information as cases are resolved.For each of the following statement, select Yes if the statement is true. Otherwise, select No.NOTE: Each correct selection is worth one point.Hot Area:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
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