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Download Microsoft Dynamics 365 Customer Service Functional Consultant Exam Dumps

NEW QUESTION 24

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.

Answer:

Explanation:

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

NEW QUESTION 25

You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege.

How should you configure security? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-security-roles

NEW QUESTION 26

You are an Omnichannel supervisor for a company.

The company wants to deploy an Omnichannel Insights dashboard.

You need to set up and monitor KPIs.

In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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.

Answer:

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-insights-dashboard

NEW QUESTION 27

You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product,customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.

You need to configure cases.

What should you do?

A. Set the closure preference setting toDon't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
B. Set the closure preference setting to closure until all child cases are closed.
C. Create a business rule.
D. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to l child cases are closed.

Answer: D

NEW QUESTION 28

You are a Dynamics 365 for Customer Service administrator.

Members of the customer support staff must not be available on public holidays in the year 2021.

You need to configure holiday schedules.

Which actions should you perform? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.