A company that owns hundreds of subsidiaries uses Dynamics 365 Customer Service. Each subsidiary has its own business models and serves different industries.
You configure Connected Customer Service for Azure IoT Central.
For which three use cases should you use Connected Customer Service? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Create work orders to replace IoT-enabled traffic lights when the light bulb fails.
B. Create cases to update entitlements support terms for IoT devices when customers reach the end of their entitlement term.
C. Create cases to moderate social media when users leave poor ratings about an IoT sensor.
D. Create cases to ship new medication when an IoT sensor reports that the temperature of the medication’s packing material has exceeded its usable threshold.
E. Create work orders to repair IoT-enabled fiber optic connection boxes when a connection cannot be established for a week.
Show Answer
Correct Answer: A, D, E
Explanation: Connected Customer Service for Azure IoT Central is designed for service scenarios triggered by IoT telemetry that require customer service cases or field service work orders.
A: Automatically creating work orders when an IoT-enabled traffic light fails is a classic IoT-driven field service scenario.
D: Creating cases or actions to ship new medication when temperature sensors exceed thresholds is a valid IoT alert–driven customer service use case.
E: Creating work orders to repair IoT-enabled fiber optic connection boxes after prolonged connectivity failure fits IoT-based monitoring and service automation.
B is about entitlement management, which is not driven by IoT telemetry. C involves social media monitoring, which is unrelated to Connected Customer Service and IoT.
Question 42
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements the Dynamics 365 Connected Customer Service (IoT) add-in to its environment.
The company must enable the system to receive alerts from HVAC units sold to customers who purchased an extended warranty and monitoring service.
You need to enable the device alerts.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Associate the device with a customer account.
B. Associate the device with a service level agreement (SLA).
C. Add the device to Azure IoT Hub.
D. Add the device to Azure IoT Central.
Show Answer
Correct Answer: A, D
Explanation: Dynamics 365 Connected Customer Service receives device alerts through integration with Azure IoT Central, which manages and monitors IoT devices. To generate customer-specific alerts (such as only for customers with extended warranties), each device must also be associated with a customer account in Dynamics 365. SLAs and Azure IoT Hub are not required for enabling Connected Customer Service alerts.
Question 43
DRAG DROP -
You create an IoT Central application to integrate with Dynamics 365 Customer Service Connected Customer Experience.
You need to configure the application.
Which features should you use? To answer, drag the appropriate features to the correct requirements. 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.
Show Answer
Correct Answer: Configure IoT devices so they can be queried.
Device templates
Identify devices for bulk operations.
Device groups
Perform bulk operations on devices.
Jobs
Trigger customizable actions.
Rules
Explanation: In IoT Central, device templates define the device model and capabilities that enable querying. Device groups logically organize devices to target them collectively. Jobs are used to execute bulk operations such as updates or property changes. Rules evaluate telemetry or events and trigger configurable actions such as alerts or integrations.
Question 44
A company uses Dynamics 365 Customer Service.
Customer service representatives note that when they use customer workspaces to work on cases, they are unable to communicate with customers.
You need to resolve the issue.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Create a session template.
B. Set the Communication panel mode to Docked.
C. Set the Communication panel mode to Minimized.
D. Use the Chat session template.
E. Use the Case entity session template.
Show Answer
Correct Answer: B, E
Explanation: In Customer Service workspaces, customer communication (chat, SMS, etc.) is available through the Communication panel, which must be enabled and visible. Setting the Communication panel mode to Docked ensures agents can access communication tools. Additionally, cases must open using the Case entity session template, which supports the Communication panel. Without the correct session template, agents cannot communicate with customers.
Question 45
A company uses Dynamics 365 Customer Service. The company plans to enable in-app notifications to improve agent productivity.
Agents must be notified 15 minutes prior to any scheduled customer calls. The agents can dismiss the notification if needed.
You need to enable the notification.
Which notification type should you use?
A. SMS
B. toast
C. missed
D. alert
Show Answer
Correct Answer: B
Explanation: In-app notifications in Dynamics 365 that appear briefly, can be dismissed, and are suitable for reminders (such as 15 minutes before a scheduled call) are toast notifications. SMS is external, missed notifications apply after an event is missed, and alerts are more intrusive and not meant to be casually dismissed.
Question 46
DRAG DROP
-
A company uses Dynamics 365 Customer Service. The administrator enables in-app notifications.
Agents observe notifications in the app but are unsure which behavior triggers them.
You need to identify which notification will appear based on the activity of the agent.
Which notification belongs to each behavior? To answer, move the appropriate notifications to the correct agent behaviors. You may use each notification 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.
Show Answer
Correct Answer: Agent is not assigned to new tasks and presence is automatically set to Inactive.
Missed notification
Agent is not assigned to new tasks and presence is automatically set to Do not disturb.
Rejected work notification
Explanation: When an agent becomes Inactive, incoming work is missed, generating a missed notification. When presence is set to Do Not Disturb, the system actively rejects incoming work, generating a rejected work notification.
Question 47
DRAG DROP
-
A company is implementing Dynamics 365 Customer Service for its contact center.
The implementation must meet the following requirements:
• Use artificial intelligence to suggest similar cases.
• Close cases from the productivity pane.
You need to configure the feature for each requirement.
Which features should you configure? To answer, drag the appropriate features to the correct requirements. 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.
Show Answer
Correct Answer: Use artificial intelligence to suggest similar cases:
Smart assist
Close cases from the productivity pane:
Macros
Explanation: Smart assist uses AI to analyze case context and recommend similar cases. Macros automate actions from the productivity pane, including closing cases.
Question 48
HOTSPOT
-
You are an Omnichannel supervisor for a company.
The support team is unable to respond to all customer chats.
You need to configure workstreams to ensure that no chats are missed.
Which features should you select? To answer select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Show Answer
Correct Answer: Push
Away
Explanation: Push mode automatically routes chats with alerts so agents don’t miss incoming work. Missed notifications require disabling the Away presence; if Away is allowed, missed notifications are not triggered.
Question 49
You are implementing Omnichannel for Customer Service for a company.
The company wants agents to serve customers through both the company's portal and Facebook page.
You need to enable the appropriate channels.
Which two channels should you enable? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. SMS channels
B. Chat
C. Social channels
D. WhatsApp
Show Answer
Correct Answer: B, C
Explanation: The company wants agents to serve customers via the company’s own portal and its Facebook page. The company portal corresponds to live web chat, which is enabled through the Chat channel. Facebook interactions are handled through Social channels. SMS and WhatsApp are not required for the stated requirements.
Question 50
DRAG DROP
-
You are creating agent scripts in Dynamics 365 Customer Service.
You must add the following steps to the scripts:
1. Use the greeting: Welcome to the company, how may we serve you today?
2. Send details about a customer’s account to the customer with one selection.
3. Open another set of steps to follow.
You need to configure the type of steps that are needed.
Which type should you choose when configuring each step? To answer, drag the appropriate types to the correct steps. Each 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.
Show Answer
Correct Answer: Use the specified greeting.
Text instructions
Send customer details.
Macro
Open new steps.
Agent script
Explanation: Text instructions display prompts such as greetings. Macros automate actions like sending customer account details. Agent script steps link or open another agent script with additional steps.
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