A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access.
Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.
You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.
What should you do?
A. Set product privileges to Basic for the agents.
B. Configure the site map subarea privileges of the product table.
C. Set product privileges to Local for the agents.
D. Configure the site map to remove the subarea where the product is displayed.
A company uses Dynamics 365 Customer Service.
A customer service supervisor must create canvas apps.
The environment uses a Microsoft Dataverse database.
The supervisor must be able to create new connections and Microsoft Power Automate flows.
The supervisor must not have data access privileges to data in the environment.
You need to assign a role to the supervisor by using the principle of least privilege.
Which security role should you grant to the supervisor?
A. Environment Maker
B. System Customizer
C. System Administrator
D. Environment Admin
You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers.
Each bulb includes an loT sensor with LTE capabilities.
When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb.
You implement Connected Customer Service with Azure loT Central and Power Automate, but work orders are not generated.
You need to ensure that work orders are generated.
What must you set for each bulb?
A. Master device
B. Parent device
C. Customer account
D. Contact
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 higher than the capacity of the agents.
C. The chatbot capacity must be less than the capacity of the agents.
You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
Open the client's record.
Search the KB
Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution
NOTE: Each correct selection is worth one point.
A. Enable Productivity tools.
B. Send the KB article in chat through the Omnichannel area.
C. Open the case record through the Productivity automation area.
D. Send the KB article through the Productivity automation area.
E. Open the case record through the session area.
You implement Dynamics 365 Customer Service for a company. Support representatives use the Customer Service workspace. Support representatives must begin working on existing cases in their queues when they open the workspace. Which screen should the representatives use to perform this task?
A. Customer service multiple customer sessions
B. Customer Service Agent Dashboard
C. Power Bl dashboard
D. Next available case record
A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.
You need to ensure that the manager's requirements are met.
What should you configure?
A. Case age for data mapping and automation of topic by using Power Virtual Agents.
B. Last interaction for data mapping and automation of topic by using a bot.
C. Last interaction for data mapping and automation of topic by using Power Virtual Agents.
D. Case title for data mapping and automation of topic by using a bot.
A company uses Dynamics 365 Customer Service with loT devices.
A user with permissions set to use the Customer Service app attempts to connect an loT 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. loT Hub Oota Contributor
B. loT Administrator
C. loT Hub Twin Contributor
D. loT Endpoint User
E. loT Hub Registry Contributor
You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No.
The main account form must have a column of escalation paths.
The column must be hidden if the escalation column is set to No.
If the escalation column is set to Yes, the escalation path column must be displayed and filled out.
You need to configure the form.
What should you configure?
A. Business process flow
B. Business rule
C. Power Bi dashboard
D. Power Automate flow
A company has used Dynamics 365 Customer Service with Omnichannel for more than a year.
The company has experienced several product recalls over the last three months.
Customer agents must follow standardized answers, approved by the legal department to respond to customer questions that are sent in from chats, texts, and phone conversations.
You need to configure the system.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Install the Productivity Tools app from AppSource.
B. Enable the productivity pane.
C. Create a macro.
D. Create an agent script.
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