MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant → MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Part 4

MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant Part 4

Question #: 151
Topic #: 6
A company uses Dynamics 365 Customer Service with IoT devices.

A user with permissions set to use the Customer Service app attempts to connect an IoT device. The user receives an error that states they are not authorized to add this device.

You need ensure that the user can add the device. You must use the principle of least privileged access.

Which two roles should you assign to the user? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. IoT Hub Data Contributor
B. IoT Administrator
C. IoT Hub Twin Contributor
D. IoT Endpoint User
E. IoT Hub Registry Contributor

Selected Answer: BD

Question #: 152
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative.

You have been tasked with detecting and removing duplicate cases.

You decide to merge cases to achieve your goal.

Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Selected Answer: A

Question #: 153
Topic #: 3
HOTSPOT
–

Case study
–

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
–
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background
–

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues
–

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

• New customers
• Repeat customers
• Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees
–

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

• The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
• Supervisors monitor chats and live phone calls.

Requirements. Employees
–

• Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
• Specialists must be assigned to coffee maker calls.
• Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
o Open an assigned record in a new workspace tab.
o Use a predefined email template when representatives send an email.
o The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration
–

• If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
• Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
• Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support
–

• The solution must provide the following website features for external customers:
o Provide support to submit issues.
o Ensure they can log in.
• The chatbot must have an option to allow users to escalate a conversation to a live representative.
• Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

• Live chat must be available for cases.
• Cases that are escalated must be distributed to the next available agent.
• All other cases must wait for an agent to pick up the case.
• All work must be distributed evenly with no other conditions.
• The number of workstreams and routing rules must be minimized.
• Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
• Tickets must be routed to the most qualified representative for the type of issue reported.
• All representatives must be rated on their specialty knowledge and backup specialty.

Requirements. Device telemetry
–

The solution must support the following:

• Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
• Provide a place for IoT messages to flow to the device and back to the IoT hub.
• Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
• Provide a place for the company technology to securely connect virtually with the coffee maker customer.

Requirements. Customers
–

• Customers must be able to sign into an external portal.
• Customers must be able to view their cases and case status information.
• Security must be as restrictive as possible.

Requirements. Surveys
–

The survey must include the following with minimum development effort:

• A list of questions that rate the service as poor, average, or great
• A question that rates whether the customer would recommend the company
• A question that asks if the customer would like to escalate a case
o If yes, the survey must collect an email address and phone number for the customer.
o If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

• Each survey must be standardized to include the company logo and colors.
• Surveys must be sent out after each ticket closes.
• Quarterly surveys must be sent out to those customers who rated the company poorly.
• Customer surveys must be available in several languages to support global distribution.

You need to ensure the correct support representative addresses the case.

Which settings should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 154
Topic #: 2
HOTSPOT –
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 155
Topic #: 6
DRAG DROP
–

You work for a company that installs residential security systems. The company uses Dynamics 365 Customer Service. The company wants to monitor all its installed devices.

The company plans to deploy Connected Customer Service. The deployment must include the following:

• Provide a place for messages to flow back and forth for IoT messages to the IoT hub.
• Automate a way to check for messages and open a case when an error is detected.
• Provide a place for the back end to securely connect virtually with the customers’ alarms.

You need to choose which feature to configure to ensure the Connected Customer Service works correctly.

Which feature should you use? To answer, drag the appropriate features to the correct options. Each feature 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.

Suggestion Answer:

Question #: 156
Topic #: 7
You are customizing a Dynamics 365 Customer Service implementation for a company.

The company’s support center wants to open a chat channel in a Power Apps portal for their partners.

You need to add a chat widget in the portal.

What should you do?

A. Copy the code snippet from the workstream form and paste it in the web template of the portal homepage.
B. Copy the code snippet from the chat form and paste it in the Chat Widget Code in Content Snippets.
C. Copy the code snippet from the chat form and paste it in the web template of the portal home page.
D. Copy the code snippet from the workstream form and paste it in the Chat Widget Code in Content Snippets.

Selected Answer: B

Question #: 157
Topic #: 4
You are customizing an Omnichannel for Customer Service implementation.

A call center wants to enable a chat channel for unauthenticated chats with the following requirements:

• Chat must auto detect a customer for agents.
• A chat widget must be embedded in a specific domain.

You need to customize the solution that meets the requirements.

Which two options you should select? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. pre-chat survey
B. visitor location
C. proactive chat
D. widget location

Selected Answer: AD

Question #: 158
Topic #: 1
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?

A. Configure service level agreements to be on hold until a call can be made to the customer.
B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

Selected Answer: D

Question #: 159
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative.

You have been given the task of managing several lists of cases.

You want to create a list of cases that are open for a month.

Which of the following actions should you take?

A. You should create a system view.
B. You should create a public view.
C. You should create a personal view.
D. You should create a shared view.

Selected Answer: C

Question #: 160
Topic #: 4
HOTSPOT
–

You work for a healthcare company that does not use Azure Active Directory.

You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.

Which technologies should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 161
Topic #: 1
DRAG DROP –
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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.
Select and Place:

Suggestion Answer:

Question #: 162
Topic #: 8
You are a Dynamics 365 for Customer Service administrator.

You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.

You have created an automatic record creation and update rule.

Which two of the following actions should you take NEXT?

A. You should configure the rule to generate a case if a valid entitlement exists.
B. You should configure the rule to send automatic email responses to customers when records are created.
C. You should set the source type to service activity.
D. You should set the source type to email.

Selected Answer: AD

Question #: 163
Topic #: 2
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
✑ Users must have their own queues that no one else can access.
✑ Users must not be able to view each other’s queue.
✑ Users must be able to work from the support queue.
Solution:
✑ Set up each user queue to be private.
✑ Set up level1 and level2 queues to be public and add applicable members.
✑ Set up the support queue to be public.
Does the solution meet the goal?

A. Yes
B. No

Selected Answer: B

Question #: 164
Topic #: 7
A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle.

A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable.

You need to make the Account columns available to the Bicycles table.

What should you configure?

A. Create a relationship between the Account table and the Bicycles table.
B. Add the system administrator security role to the user ID of the salesperson.
C. Create two separate views: one in the Bicycles table and one in the Account table.
D. Create the personal view from the Account table.
E. Add the same columns to both the Bicycles table and the Account table.

Selected Answer: C

Question #: 165
Topic #: 5
HOTSPOT
–

A company is implementing Dynamics 365 Customer Service and Power Virtual Agents for its support desk.

Supervisors have the following information requirement:

• Topic analytics for all cases completed over the last year.
• Analytics for chatbot options chosen from past interactions with customers.

You need to configure the system to meet the requirements.

What should you enable in the configuration? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 166
Topic #: 7
Case study –

To start the case study –
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background –

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues –

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

• New customers
• Repeat customers
• Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees –

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

• The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
• Supervisors monitor chats and live phone calls.

Requirements. Employees –

• Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
• Specialists must be assigned to coffee maker calls.
• Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities: o Open an assigned record in a new workspace tab. o Use a predefined email template when representatives send an email. o The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration –

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support –

• The solution must provide the following website features for external customers: o Provide support to submit issues. o Ensure they can log in.
• The chatbot must have an option to allow users to escalate a conversation to a live representative.
• Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

Requirements. Device telemetry –

The solution must support the following:

Requirements. Customers –

• Customers must be able to sign into an external portal.
• Customers must be able to view their cases and case status information.
• Security must be as restrictive as possible.

Requirements. Surveys –

The survey must include the following with minimum development effort:

• A list of questions that rate the service as poor, average, or great
• A question that rates whether the customer would recommend the company
• A question that asks if the customer would like to escalate a case o If yes, the survey must collect an email address and phone number for the customer. o If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

You need to configure the chatbot.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Add the chatbot to an existing human agent queue.
B. Configure context variables for the chatbot.
C. Enable a Power Virtual Agents chatbot to end conversations.
D. Create a chatbot queue and a human agent queue.
E. Enable AI suggestions with the chatbot.

Selected Answer: BD

Question #: 167
Topic #: 6
You are setting up knowledge management in Dynamics 365 Customer Service.

Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base.

You need to ensure that management can view the top search words.

Which two steps should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Enable knowledge analytics.
B. Select Knowledge search analytics after adding the Additional features.
C. Add Knowledge Suggestion Section Control.
D. Enable historical analytics.
E. Enable knowledge article suggestions.

Selected Answer: AB

Question #: 168
Topic #: 4
A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.

Installation technicians call support technicians when they encounter issues during system installations.

You must create step-by-step documentation for the support technicians.

Which two fields must you include? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Description
B. Agent script
C. Owner
D. Language

Selected Answer: CD

Question #: 169
Topic #: 3
Case Study –

To start the case study –
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background –

Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.

Current Environment –

Lucerne Publishing uses the following:

• The Customer Service app for the publishing customer service division.
• Omnichannel capabilities in the Customer Service app.
• Third-party apps for e-commerce so students and parents can order books or courses online.
• Customer service agents as the representatives who will resolve customers issues using various channels.
• Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
• A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.

The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.

Requirements –

Customer Service – Contact Center

The company has the following requirements:

• Improve agent response time in live chats with customers.
• Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
• Provide instructions for agents to use when processing book returns. The instructions must include the following: o Greet the customer. o Automatically open the case form for the book return, o Close the session with the customer.
• Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
• Enable a new text SMS channel for the agents.
• Improve the agents’ capability to search using AI suggestions.
• Provide agents with real-time recommendations on similar cases and knowledge-base articles.
• Allow agents to know the customer’s point of view on the service.
• Provide a solution that will identify an agent’s supervisor when a customer has a negative experience.
• Improve how the agents’ skills and profiles are maintained.
• Route calls to agents who can support French-speaking customers.
• Configure the French language as a skill for agents who support French-speaking customers.
• Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
• Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
• Provide the customer service supervisor with the ability to track sentiment in real time.
• Provide agents with AI suggestions on the recent contact that worked on similar cases.

Customer Service – Repairs –

The company has the following requirements for repair requests:

• Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
• A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
• The technician dispatch team must be able to create a Schedule tab in the schedule board.
• Dispatchers must be able to track technicians’ utilization by using personal color codes.
• The field technician’s security role must be field service technician.

Issues –

The company reports the following issues:

• Agents spend most of their time doing repetitive tasks during support calls or chats.
• There is no guided process for agents to follow the steps when a customer calls for a book return.
• Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
• A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
• The company is not able to retain customers who have a negative experience with the customer service agents.
• Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
• The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.

You need to implement a solution to provide the technician’s utilization.

Which solution should you use?

A. Use default schedule board with filters.
B. Use custom web resources.
C. Change the board view settings.
D. Create multiple schedule board tabs.

Selected Answer: C

Question #: 170
Topic #: 8
You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline.

Which of the following is the field that should be modified during the process?

A. Owner
B. Regarding
C. Attachments
D. Notes

Selected Answer: D

Question #: 171
Topic #: 2
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
✑ Users must have their own queues that no one else can access.
✑ Users must not be able to view each other’s queue.
✑ Users must be able to work from the support queue.
Solution:
✑ Set up each user queue to be private.
✑ Set up level1 and level2 queues to be public and add applicable members.
✑ Set up the support queue to be private.
Does the solution meet the goal?

A. Yes
B. No

Selected Answer: B

Question #: 172
Topic #: 1
A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
B. Add a lookup to the article entity.
C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Selected Answer: D

Question #: 173
Topic #: 6
DRAG DROP
–

A company has a Customer Service environment.

The company plans to implement Customer Service Analytics dashboards.

You need to configure the dashboards in Power BI.

Which order should you perform the actions in? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Suggestion Answer:

Question #: 174
Topic #: 1
HOTSPOT –
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 175
Topic #: 4
You are customizing an Omnichannel for Customer Service implementation.

You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However, customer conversations are not escalating to human agents.

You need to complete the configuration to resolve the issue.

Which two features should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Smart Assist
B. session template for the bot
C. context variable
D. bot in an Omnichannel Queue

Selected Answer: CD

Question #: 176
Topic #: 2
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
✑ Users must have their own queues that no one else can access.
✑ Users must not be able to view each other’s queue.
✑ Users must be able to work from the support queue.
Solution:
✑ Set up each user queue to be public.
✑ Set up level1 and level2 queues to be public and add applicable members.
✑ Set up the support queue to be public.
Does the solution meet the goal?

A. Yes
B. No

Selected Answer: D

Question #: 177
Topic #: 7
Case study –

To start the case study –
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background –

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues –

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

• New customers
• Repeat customers
• Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees –

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

• The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
• Supervisors monitor chats and live phone calls.

Requirements. Employees –

• Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
• Specialists must be assigned to coffee maker calls.
• Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities: o Open an assigned record in a new workspace tab. o Use a predefined email template when representatives send an email. o The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration –

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support –

• The solution must provide the following website features for external customers: o Provide support to submit issues. o Ensure they can log in.
• The chatbot must have an option to allow users to escalate a conversation to a live representative.
• Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

Requirements. Device telemetry –

The solution must support the following:

Requirements. Customers –

• Customers must be able to sign into an external portal.
• Customers must be able to view their cases and case status information.
• Security must be as restrictive as possible.

Requirements. Surveys –

The survey must include the following with minimum development effort:

• A list of questions that rate the service as poor, average, or great
• A question that rates whether the customer would recommend the company
• A question that asks if the customer would like to escalate a case o If yes, the survey must collect an email address and phone number for the customer. o If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

You need to configure the Power Virtual Agents chatbot.

What should you configure?

A. Assign chatbots to appropriate queues.
B. Assign each queue a workstream.
C. Embed a chat widget in the portal.
D. Add a chatbot to the workstream.

Selected Answer: D

Question #: 178
Topic #: 5
DRAG DROP
–

A company uses Customer Service.

The company plans to enable a customer service agent in Omnichannel.

You need to identify the security roles that are required for the bot user.

What should you identify? To answer, move the appropriate security roles to the correct requirements. You may use each security role once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 179
Topic #: 7
HOTSPOT
–

Case study
–

Background
–

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues
–

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

• New customers
• Repeat customers
• Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees
–

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

• The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
• Supervisors monitor chats and live phone calls.

Requirements. Employees
–

Requirements. Configuration
–

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support
–

Requirements. Distribution of calls

Requirements. Device telemetry
–

The solution must support the following:

Requirements. Customers
–

• Customers must be able to sign into an external portal.
• Customers must be able to view their cases and case status information.
• Security must be as restrictive as possible.

Requirements. Surveys
–

The survey must include the following with minimum development effort:

The solution must meet the following survey distribution requirements:

You need to configure the system to meet the requirements for external access and the portal.

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

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 180
Topic #: 4
DRAG DROP
–

A company is using Omnichannel for Customer Service.

You add a live chat button to your company’s website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.

You need to configure the chat.

Which four 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.

Suggestion Answer:

Question #: 181
Topic #: 2
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.

The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.

The call center is closed on New Year’s Day and the day after New Year’s. New Year’s Day is on a Thursday this year.

The company calls for support on the Tuesday before New Year’s Day at 8:00 a.m.

You need to determine the call center’s deadline for the SLA.

When will the call center miss their SLA?

A. The Monday after New Year’s Day at 8:00 a.m. Eastern time
B. The Friday after New Year’s Day at 8:00 a.m. Eastern time
C. The Tuesday after New Year’s Day at 8:00 a.m. Eastern time
D. The Saturday after New Year’s Day at 8:00 a.m. Eastern time

Selected Answer: C

Question #: 182
Topic #: 1
A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?

A. Reassign the case
B. Reactivate the case
C. Clone the case
D. Change the status reason to In Progress

Selected Answer: B

Question #: 183
Topic #: 8
You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are preparing to merge duplicate cases.

Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases have been merged?

A. The state of the case will change to Resolved and the state will change to Canceled.
B. The state of the case will change to Merged and the state will change to Merged.
C. The state of the case will change to Deleted and the state will change to Resolved.
D. The state of the case will change to Canceled and the state will change to Merged.

Selected Answer: D

Question #: 184
Topic #: 5
HOTSPOT
–

You are customizing an Omnichannel for Customer Service implementation.

Customers take a pre-chat survey on a chat widget on the portal. Customers are required to accept the portal’s privacy policy before they can take the survey.

A call center manager wants to auto pick account or contact information for customer service agents based on the survey.

You need to configure the pre-chat survey question field to meet the requirements.

Which option should you select for each pre-chat survey question field? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 185
Topic #: 1
HOTSPOT –
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 186
Topic #: 7
Case study –

To start the case study –
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background –

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues –

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

• New customers
• Repeat customers
• Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees –

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

• The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
• Supervisors monitor chats and live phone calls.

Requirements. Employees –

• Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
• Specialists must be assigned to coffee maker calls.
• Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities: o Open an assigned record in a new workspace tab. o Use a predefined email template when representatives send an email. o The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration –

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support –

• The solution must provide the following website features for external customers: o Provide support to submit issues. o Ensure they can log in.
• The chatbot must have an option to allow users to escalate a conversation to a live representative.
• Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

Requirements. Device telemetry –

The solution must support the following:

Requirements. Customers –

• Customers must be able to sign into an external portal.
• Customers must be able to view their cases and case status information.
• Security must be as restrictive as possible.

Requirements. Surveys –

The survey must include the following with minimum development effort:

• A list of questions that rate the service as poor, average, or great
• A question that rates whether the customer would recommend the company
• A question that asks if the customer would like to escalate a case o If yes, the survey must collect an email address and phone number for the customer. o If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

You need to configure the portal for external customers.

What should you do?

A. Add table permissions to a web role.
B. Ensure the model-driven app is shared with all customers.
C. Ensure all customers have an Active Directory account.
D. Ensure all contact records are configured for portal use.

Selected Answer: D

Question #: 187
Topic #: 2
A customer’s entitlement is not available to assign to a case.

You need to determine the cause of the customer’s issue.

What are two possible reasons for the issue? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. The entitlement is active
B. The entitlement is in waiting status
C. The entitlement is expired
D. The entitlement was renewed
E. The entitlement is set as the default

Selected Answer: C

Question #: 188
Topic #: 2
DRAG DROP
–

You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.

You need to assign technical support cases to a queue named TechSupport.

Which four 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.

Suggestion Answer:

Question #: 189
Topic #: 1
DRAG DROP –
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
Select and Place:

Suggestion Answer:

Question #: 190
Topic #: 5
Case Study –

To start the case study –
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background –

Current Environment –

Lucerne Publishing uses the following:

Requirements –

Customer Service – Contact Center

The company has the following requirements:

Customer Service – Repairs –

The company has the following requirements for repair requests:

Issues –

The company reports the following issues:

You need to implement a solution for the customer service supervisor.

Which two security roles should you assign to the customer service supervisor?

Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. Omnichannel administrator
B. Omnichannel supervisor
C. App profile manager administrator
D. Productivity tools administrator

Selected Answer: AD

Question #: 191
Topic #: 4
A company is implementing Omnichannel for Dynamics 365 Customer Service.

The company’s requirements are:

• Live chat must be available through Omnichannel for cases only.
• High-priority cases must automatically be sent to the next available agent.
• Lower-priority cases must wait to be picked up by an agent.
• All work must be distributed evenly with no other conditions.

You need to select the setup that meets the requirements.

Which setup should you select?

A. one workstream and one routing rule
B. two workstreams and two routing rules per workstream
C. one workstream and two routing rules
D. two workstreams and one routing rule per workstream

Selected Answer: C

Question #: 192
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You release the case.

Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Selected Answer: C

Question #: 193
Topic #: 2
DRAG DROP
–

A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.

The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.

You need to identify the number of cases that are created in each scenario.

How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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.

Suggestion Answer:

Question #: 194
Topic #: 1
HOTSPOT –
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:

Elevator –

✑ Motor
✑ Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Suggestion Answer:

Question #: 195
Topic #: 4
A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for Customer Service. The company has offices in Africa and South America.

You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions.

To which three geographies should you deploy the PVAs? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. South America
B. United States
C. Africa
D. Asia
E. Europe

Selected Answer: D

Question #: 196
Topic #: 8
Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You share the case.

Does the action achieve your objective?

A. Yes, it does
B. No, it does not

Selected Answer: D

Question #: 197
Topic #: 5
DRAG DROP
–

You are creating a macro in Dynamics 365 Customer Service to create automations.

You must use the following predefined macro connectors:

• Open a new form to create a record.
• Open the new application tab in the same session.
• Link a record to the conversation.

You need to configure the types of steps that are required.

Which types of connectors should you choose? To answer, drag the appropriate connector types to the correct steps. Each connector type 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.

Suggestion Answer:

Question #: 198
Topic #: 4
HOTSPOT
–

You are provisioning Omnichannel for Customer Service.

You need to configure the system.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Suggestion Answer:

Question #: 199
Topic #: 2
DRAG DROP
–

You are a Dynamics 365 Customer Service administrator.

You create a new entity named Root Cause Escalation. Queues must be used for new Root Cause Escalation records. The records must be automatically assigned to the record owner’s default queue when a record is created.

You need to implement the proper functionality to meet the requirements.

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.

Suggestion Answer:

Question #: 200
Topic #: 1
HOTSPOT –
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area: