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 exposed as a Power BI dashboard. You first create the embedded Power BI dashboard in a solution, then add it to the Customer Service app navigation by editing the sitemap and finally publish the changes so users can access it from anywhere in the workspace.
Question 135
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 escalate from a Power Virtual Agents bot to a human agent in Omnichannel, you must add a **Transfer to agent** node in the PVA topic to trigger the handoff (A). Any information passed during escalation is configured as **context variables in Omnichannel**, which are mapped to data coming from PVA (C); these variables are not manually created in PVA. Finally, the **bot user must be added to the Omnichannel queue** so conversations can be routed to agents after handoff (D).
Question 136
You need to consider the underlined segment to establish whether it is accurate.
A customer service manager requires the __Append__ access level to add new entitlement templates for customer service representatives.
A. No adjustment required.
B. Organization
C. Business unit
D. Remove
Show Answer
Correct Answer: B
Explanation: “Append” is a security privilege, not an access level. Access levels are None, User, Business Unit, Parent:Child Business Unit, or Organization. To add (create) entitlement templates, the role needs the appropriate privilege with an access level such as Organization, so the underlined segment should be replaced accordingly.
Question 137
You are creating a Power Virtual Agents chatbot to handle common customer inquiries.
A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.
You need to determine why the node is inactive.
What should you use?
A. Maker portal
B. Supervisor dashboard
C. Test bot pane
D. Topic checker
Show Answer
Correct Answer: D
Explanation: In Power Virtual Agents, an inactive node typically results from configuration issues such as unreachable paths, missing trigger phrases, or invalid conditions. The Topic checker analyzes a topic and surfaces errors and warnings that explain why a node is inactive. Other options do not diagnose topic-level inactivity.
Question 138
HOTSPOT
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A company uses Omnichannel for Customer Service.
The company has the following requirements for their agents' conversations with customers:
• Agents must verify a customer's information when a chat starts.
• Auto search must be enabled for knowledgebase articles based on case title.
You need to enable agent scripts.
Which action types 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: Verify customer's information: Automation
Enable auto search for the knowledgebase articles: Macro
Explanation: Automation actions are used to perform system-driven steps such as validating customer data at the start of a conversation. Macros are designed to trigger actions like automatically searching the knowledge base based on the case title.
Question 139
HOTSPOT
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A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.
A browser-based internal application provides a history of a customer's payments and credit scores. You create an application tab template for the internal application.
If a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.
Because the internal application requires maximum screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.
Once an eligibility check is performed, the agent must be able to chat with the customer again.
You need to create a session template for the company.
How should you configure each area of the template? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Explanation: The session is not tied to a Dynamics 365 entity, so a Generic session template is required. To give the internal credit-check application maximum screen space, the communication panel must start Hidden and can be reopened when the agent resumes chatting. Because the internal application is a browser-based external app, it should be configured as a Third-party website on the anchor tab.
Question 141
DRAG DROP
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You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next 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: Create a user record named Electrical Engineer.
Create a user resource record and select the new engineer.
On the resource record, set the start and end location option list to Resource Address.
Explanation: A remote engineer must exist as a system user and be linked to a bookable resource. Setting the start and end location to Resource Address ensures scheduling and travel calculations use the engineer’s home location rather than a physical facility.
Question 142
HOTSPOT
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A company is implementing Dynamics 365 Customer Service. The company installs and services air filtering units for industrial manufacturing plants.
Schedulers must be able to do the following:
• Schedule resources to start appointments every 90 minutes.
• View available resources within the first, second, and third shifts.
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: Fulfillment preference
Time group
Explanation: Appointment start times are controlled by fulfillment preferences, which define scheduling intervals such as every 90 minutes. Viewing available resources by first, second, and third shifts is handled through time groups, which segment work hours into shifts for scheduling visibility.
Question 143
You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?
A. The Products or Contact field values have not been configured before activation.
B. The start date of the entitlement is in the future.
C. The entitlement has expired and is awaiting renewal.
D. The end date of the entitlement has been incorrectly configured to a date that has already passed.
Show Answer
Correct Answer: B
Explanation: In Dynamics 365 Customer Service, an entitlement remains in a Waiting status and cannot be used if its start date is set in the future. Entitlements only become active and usable once the start date is reached.
Question 144
DRAG DROP
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A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
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.
Show Answer
Correct Answer: Publish knowledge base articles to a portal created in Power Apps
Create a topic for the chatbot and add an action
Use a Power Automate template to add a solution to the chatbot
Test the Power Automate cloud flow
Explanation: Knowledge articles must first be published to a Power Apps portal so they are accessible. The chatbot then needs a topic with an action to call knowledge search. A Power Automate template is used to integrate the knowledge solution with the bot, and finally the cloud flow is tested to ensure articles are returned correctly.
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