HOTSPOT
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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: Docked
Web resource
Explanation: Expanded communication panel corresponds to Docked mode. The out-of-the-box Knowledge Search application tab template is a Web resource, which opens the knowledge search tab for chat sessions.
Question 127
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: To ensure initial conversations are always assigned to the chatbot when both the chatbot and human agents are members of the same queue, the chatbot must have a higher capacity than the human agents. When the bot escalates a conversation, routing can assign it back to the same queue, where another representative (a human agent) picks it up based on capacity and availability. A higher bot capacity ensures the bot is prioritized for new conversations while still allowing escalated conversations to be handled by human agents.
Sources:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-bot-azure
Question 128
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: Push and pick are configured at the workstream level. High-priority cases require a push workstream so they are automatically assigned to the next available agent. Lower-priority cases require a pick workstream so they remain available for agents to select. Since a workstream supports only one work distribution mode, two workstreams are required. Each workstream needs a routing rule to direct the appropriate cases into it. No web search results were provided.
Question 129
HOTSPOT
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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: Bot technology: Power Virtual Agents
Hub: Omnichannel for Customer Service
Topic type: System topic
Trigger type: Explicit trigger
Explanation: Power Virtual Agents supports no-code bots. Omnichannel for Customer Service provides live agent handoff. Escalation for sensitive content is handled through a system topic with an explicit trigger for detecting and routing such conversations.
Question 130
HOTSPOT
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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: Bookable resource
Service
Explanation: The advanced diagnostic units should be modeled as bookable resources so resource scheduling prevents double-booking. Charging different rates based on using the advanced unit is handled by associating the work with a service that has the appropriate pricing.
Question 131
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: Configure the entitlement template with 20 total terms and enable only the Email channel. This matches a standard support contract that provides 20 units of email support and does not include phone support. The other options either include phone support, use the wrong channel, or contain inconsistent total terms values.
Question 132
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 Customer Service supports applying SLAs either automatically based on business logic (such as through entitlement/default SLA rules or automation) or manually by assigning an SLA directly to an individual record. Changing SLA conditions after assignment, creating a new SLA for every case, or assigning an SLA to a customer from the SLA configuration are not the supported on-demand assignment methods.
Question 133
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 valid. If the entitlement is in Waiting status, it is not yet active and cannot be applied. If it is Expired, it is no longer valid for assignment. Being renewed or set as the default does not by itself prevent assignment, and an active entitlement should be assignable.
Question 135
DRAG DROP
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A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
Which five 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.
Show Answer
Correct Answer: Navigate to the maker portal and create a new solution.
Select New and then create a Power BI embedded dashboard.
Select Power BI dashboard for Type. Enter the Power BI workspace and Power BI report values.
Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea.
Save and publish the customization.
Explanation: A single-page Power BI visualization is embedded as a Power BI dashboard page in a model-driven app. After creating the embedded dashboard, configure the Power BI workspace/report, add it to the app sitemap for navigation, then publish.
Question 136
You are customizing an Omnichannel for Customer Service implementation.
You need to configure the escalation process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. In the Power Virtual Agent topic, add the Transfer to agent node.
B. Add a context variable in Power Virtual Agents to escalate the conversation.
C. Select a context variable in Omnichannel and update the information from Power Virtual Agents.
D. Add a bot user to the Omnichannel queue.
E. Set the operating hours to escalate a conversation.
Show Answer
Correct Answer: A, C, D
Explanation: To enable escalation from a Power Virtual Agents bot to a human agent in Omnichannel, you add the Transfer to agent node in the bot topic, configure the context variables in Omnichannel so information from the bot is passed during handoff, and add the bot user to the Omnichannel queue so conversations can be routed correctly. Creating a separate context variable specifically for escalation is not required, and operating hours are not a required configuration step for enabling escalation.
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