Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using a session connector.
Does the solution meet the goal?
A. Yes
B. No
Show Answer
Correct Answer: B
Explanation: The goal is to allow agents to open a case from a macro step. Opening or updating records is supported by Productivity Automation connectors, not Session connectors. Session connectors are limited to session/tab context actions (for example, refresh tab, get tab ID) and cannot open records like cases. Therefore, using a session connector does not meet the goal.
Question 124
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using an Omnichannel connector.
Does the solution meet the goal?
A. Yes
B. No
Show Answer
Correct Answer: B
Explanation: The goal is to allow agents to open a case from a macro step. Opening existing records or cases in agent scripts is done using Productivity Automation steps, not Omnichannel connectors. Omnichannel connectors are used for channel-related integrations, not for record navigation actions within macros. Therefore, using an Omnichannel connector does not meet the goal.
Question 125
HOTSPOT
-
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
• The Knowledgebase article search tab must open when a new chat conversation begins.
• The Chat Session template must be in expanded mode for the agents.
You need to complete the implementation to meet the requirements.
Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.
Show Answer
Correct Answer: Communication panel mode for the chat session: Docked
Application type for the knowledgebase articles: Web resource
Explanation: Docked mode opens the chat session in expanded view for agents. The Knowledgebase search tab is implemented as an out-of-the-box Knowledge Search web resource that opens automatically when a chat session starts.
Question 126
You are implementing Omnichannel for Customer Service for a company.
The company has the following requirements:
• Initial conversations must be assigned to Power Virtual Agents chatbots.
• If a conversation needs to be escalated, it must be assigned to a human agent.
• The chatbot and human agents must be in the same queue.
You need to complete the implementation to meet the requirements.
What must the chatbot capacity as compared to the agents' capacity?
A. The chatbot capacity must be the same as the capacity of the agents.
B. The chatbot capacity must be less than the capacity of the agents.
C. The chatbot capacity must be higher than the capacity of the agents.
Show Answer
Correct Answer: C
Explanation: In Omnichannel for Customer Service, when chatbots and human agents share the same queue, routing is driven by capacity. Initial conversations must be picked up by the Power Virtual Agents bot, and only escalations should reach human agents. To ensure the bot always takes new conversations first, the bot’s capacity must be higher than the agents’ capacity. If capacities were equal or lower, conversations could be routed directly to human agents, violating the requirement.
Question 127
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
Show Answer
Correct Answer: D
Explanation: High-priority cases require push (automatic assignment to next available agent), while lower-priority cases require pick (agents select work). A workstream supports only one work distribution mode, so you must separate these into two workstreams. Each workstream is configured with its own routing logic, meeting the requirement for even distribution with no extra conditions. Therefore, two workstreams with one routing rule per workstream is the correct setup.
Question 128
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.
Show Answer
Correct Answer: Power Virtual Agents
Omnichannel for Customer Service
User topic
Explicit trigger
Explanation: Power Virtual Agents enables no-code bot creation and built-in handoff. Omnichannel for Customer Service provides live agent escalation. A user topic is used to author the escalation flow, and an explicit trigger is configured to hand off when personal health information is detected.
Question 129
HOTSPOT
-
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Show Answer
Correct Answer: Ensure that the diagnostic units are not scheduled at the same time:
bookable resource
Ensure that customers are charged a higher rate when an advanced diagnostic unit is used:
service
Explanation: Advanced diagnostic units must be modeled as bookable resources so the scheduling engine prevents overlapping bookings. Pricing is driven by services, which define the billing rate; using a different service allows charging a higher rate when advanced diagnostics are required.
Question 130
You are a Dynamics 365 Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email support only. Phone support is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
A. Set the value of the Total Terms field for an entitlement to 50. Set the entitlement channel option to Email. Set the value of the Total terms value to 20.
B. Set the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.
C. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 0. Add the Phone option. Set the value of the Total Terms field to 10.
D. Set up an entitlement record for each account. Set the value of the Total Terms field to 20. Set the entitlement channel to Web. Set the value of the Total Terms field to 20.
Show Answer
Correct Answer: B
Explanation: The standard support contract allows a total of 20 hours and is restricted to email only. Therefore, the entitlement template should have Total Terms set to 20 and the entitlement channel limited to Email. Phone support is a separate premium service and should not be included in this entitlement.
Question 131
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.
B. Create a new SLA for each case that does not have a customer SLA.
C. Go into the SLA configuration and assign it to a customer.
D. Automatically apply SLAs to records based on business logic.
E. Assign SLAs manually to records.
Show Answer
Correct Answer: D, E
Explanation: Dynamics 365 supports applying SLAs on demand either through automation or manual assignment. SLAs can be automatically applied to records using business logic such as workflows, Power Automate, or SLA applicability rules. Additionally, agents or administrators can manually assign an SLA directly to a record (for example, a case) when no customer-level SLA exists. The other options are not supported ways to apply SLAs on demand.
Question 132
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
Show Answer
Correct Answer: B, C
Explanation: An entitlement can only be assigned to a case when it is active and within its valid date range. If the entitlement is in a waiting status, it is not yet active and therefore cannot be assigned. If the entitlement is expired, it is no longer valid for use on cases. Both conditions prevent assignment to a case.
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