HOTSPOT -
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

A fitness company has several locations.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
•	Customers are assigned personal trainers who do not reside at the customer's location.
•	Customers are assigned personal trainers during the trainers’ non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Customer Service Calendar

B. resource skills

C. Work Hours

D. facility resources

E. Fulfillment Preferences

HOTSPOT
-
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)
 
You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
 

A company uses Dynamics 365 Customer Service.
Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.
Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.
You create a model-driven app to display the information.
You need to configure the model-driven app main form.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Use a Timeline control.

B. Set the Regarding column to the Account table.

C. Use a card form.

D. Set the Regarding column to the Contact table.

E. Use a Quick view control.

DRAG DROP
-
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
Which three 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.
 

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.
 

Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator.
You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents.
Which of the following is TRUE with regards to the entitlement channel?

A. It should be set to Email only.

B. It should be set to Phone only.

C. It should be set to Email and Phone.

D. It is an unnecessary setting.

Which of the following statements is TRUE when designing a business process flow?

A. You can use up to 40 steps for each stage.

B. Each branch can be no more than 10 levels deep.

C. You can select an entity relationship when defining a process flow.

D. You can use a minimum of 30 stages per process, as well as a minimum of 30 steps per stage.

DRAG DROP
-
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.
 

You are a customer service manager using Dynamics 365 for Customer Service.
You need to restrict support to the products that a customer has purchased.
What should you do?

A. Add the product to the account

B. Add the products to the case

C. Add the products to the customer’s entitlement

D. Add the products to the customer

DRAG DROP -
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
Which three 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.
Select and Place:
 

You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. SLA with 24 hours as the failure time and no warning

B. SLA with 6 hours as the failure time and a one-hour warning

C. SLA with 6 hours as the failure time and no warning

D. SLA with one hour as the failure time and no warning

E. SLA with 24 hours as the failure time and a two-hour warning

Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative.
You have been tasked with detecting and removing duplicate cases.
You decide to make use of business rules to achieve your goal.
Does the action achieve your objective?

A. Yes, it does

B. No, it does not

DRAG DROP
-
A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment.
An administrator plans the deployment of additional portals to support customer service processes.
Each country/region requires the following:
•	A Microsoft Dataverse starter portal in an environment with Dataverse
•	A blank portal in an environment with customer engagement apps
•	A pre-built portal in an environment with customer engagement apps
You need to determine the minimum number of environments required.
How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of 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.
 

HOTSPOT
-
Case study
-
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
-
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
-
You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.
Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.
Current environment. Queues
-
The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:
•	New customers
•	Repeat customers
•	Subscribers to the coffee of the month club
The company has a separate queue to manage customers who have coffee maker issues.
Current environment. Employees
-
The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.
•	The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
•	Supervisors monitor chats and live phone calls.
Requirements. Employees
-
•	Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
•	Specialists must be assigned to coffee maker calls.
•	Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
o	Open an assigned record in a new workspace tab.
o	Use a predefined email template when representatives send an email.
o	The system must notify supervisors when customers in a live session express negative feedback about a service or product.
Requirements. Configuration
-
•	If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
•	Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
•	Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.
Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.
Requirements. Support
-
•	The solution must provide the following website features for external customers:
o	Provide support to submit issues.
o	Ensure they can log in.
•	The chatbot must have an option to allow users to escalate a conversation to a live representative.
•	Live representatives must be able to send a customer back to the chatbot.
Requirements. Distribution of calls
•	Live chat must be available for cases.
•	Cases that are escalated must be distributed to the next available agent.
•	All other cases must wait for an agent to pick up the case.
•	All work must be distributed evenly with no other conditions.
•	The number of workstreams and routing rules must be minimized.
•	Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
•	Tickets must be routed to the most qualified representative for the type of issue reported.
•	All representatives must be rated on their specialty knowledge and backup specialty.
Requirements. Device telemetry
-
The solution must support the following:
•	Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
•	Provide a place for IoT messages to flow to the device and back to the IoT hub.
•	Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
•	Provide a place for the company technology to securely connect virtually with the coffee maker customer.
Requirements. Customers
-
•	Customers must be able to sign into an external portal.
•	Customers must be able to view their cases and case status information.
•	Security must be as restrictive as possible.
Requirements. Surveys
-
The survey must include the following with minimum development effort:
•	A list of questions that rate the service as poor, average, or great
•	A question that rates whether the customer would recommend the company
•	A question that asks if the customer would like to escalate a case
o	If yes, the survey must collect an email address and phone number for the customer.
o	If no, another set of questions asking about open issue details must display.
The solution must meet the following survey distribution requirements:
•	Each survey must be standardized to include the company logo and colors.
•	Surveys must be sent out after each ticket closes.
•	Quarterly surveys must be sent out to those customers who rated the company poorly.
•	Customer surveys must be available in several languages to support global distribution.
You need to ensure the correct support representative addresses the case.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

DRAG DROP -
You are implementing Omnichannel for Customer Service for a call center.
The call center’s requirements for the implementation are as follows:
•	When a new chat conversation is started, the Customer Summary and New Case form tabs must be open.
•	The Customer Summary tab must be the primary tab during the conversation.
•	Agents must be able to close the New Case form tab.
•	Agents must not be able to close the Customer Summary tab.
You need to configure the tabs.
Which configuration should you use for each tab? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.
 

You create a Power Virtual Agents chatbot. The chatbot includes Power Automate flows. You are not a system administrator.
Users in your organization must collaborate to develop the chatbot.
You attempt to share the chatbot by adding user email addresses and assigning them Manager, Power Automate User, and Transcript Viewer permissions on the bot. The Send an email invitation to new users option is disabled.
Sharing of the chatbot fails.
You need to use the principle of least privilege to share the chatbot with users for collaboration.
Which two actions should you perform? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.

A. Assign the users the Environment Maker security role.

B. Ensure that a System Administrator assigns the users the Environment Maker security role.

C. Share the Power Automate flows.

D. Enable Send an email invitation to new users and re-share the chatbot.

E. Configure a custom context variable for the chatbot.

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.
When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.
You need to configure the system.
Which two options should you configure? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.

A. In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

B. In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

C. In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.

D. In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

DRAG DROP
-
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.
 

HOTSPOT
-
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.
 

A company uses Dynamics 365 Customer Service. The manufacturing company has several locations and 10 repair technicians.
The company is implementing scheduling. The company must ensure that the correct repair technicians with the correct tools go to the facility closest to them.
You need to identify the valid resources.
Which two options are valid resources? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Equipment

B. Record

C. Activity

D. Case

E. Contact

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

HOTSPOT -
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative.
You have been tasked with detecting and removing duplicate cases.
You decide to merge cases to achieve your goal.
Does the action achieve your objective?

A. Yes, it does

B. No, it does not

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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 configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?

A. Yes

B. No

You are a customer service schedule administrator.
A customer has a custom entity that requires its own schedule board.
You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.
What should you do next?

A. Add a new resource requirement. Add a new view for the custom entity.

B. Change the default entity name to the custom name. Create a new schedule board for the custom entity.

C. Disable the schedule board. Configure Resource Scheduling Optimization.

D. Configure the booking metadata. Create a new schedule board for the custom entity.

HOTSPOT -
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
 
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Hot Area:
 

DRAG DROP
-
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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.
 

DRAG DROP -
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence to enable Knowledgebase articles to be available for all Customer service reps when searching the knowledgebase? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
 

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.

DRAG DROP
-
A company uses Dynamics 365 Customer Service. The company connects chatbots to its Omnichannel configuration.
The chatbot does not escalate calls to agents.
You need to troubleshoot the chatbot issue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
 

A company implements Dynamics 365 Customer Voice.
When the company deploys an application at the end of a project, users are unable to distribute surveys.
You need to assign users to the appropriate role so they can distribute the survey. You must adhere to the principle of least privilege.
To which role should you assign the users?

A. Omnichannel supervisor

B. Scheduler

C. Productivity tools user

D. Survey sender

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. Power Automate flow

B. Business rule

C. Power BI dashboard

D. Business process flow

DRAG DROP -
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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.
Select and Place:
 

HOTSPOT -
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT
-
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) implements Dynamics 365 Customer Service.
Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.
You need to recommend the appropriate question types.
Which question types should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator -
 
✑ Motor
✑ Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT
-
A company uses Dynamics 365 Customer Voice.
The company requires the following for a survey:
• The survey must be sent automatically each time a salesperson visits a customer and closes the appointment.
• If a survey satisfaction score is negative, an activity must be created for the salesperson.
You need to configure the survey.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?

A. Release the case.

B. Route the case to another queue.

C. Share the case.

D. Escalate the case

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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
✑ Users must have their own queues that no one else can access.
✑ Users must not be able to view each other's queue.
✑ Users must be able to work from the support queue.
Solution:
✑ Set up each user queue to be private.
✑ Set up level1 and level2 queues to be public and add applicable members.
✑ Set up the support queue to be public.
Does the solution meet the goal?

A. Yes

B. No

You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?

A. Configure context variables for a chatbot.

B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.

C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.

D. Configure a Microsoft Teams support channel for the chatbot.

E. Configure an SMS channel for a chatbot.

A company uses Omnichannel for Customer Service.
The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.
You need to set up the prerequisites for the Power Virtual Agents.
Which three technologies should you set up? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Work stream

B. Queues

C. Azure Application ID

D. Chat widget

E. Chatbot

Case study -
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study -
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background -
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services -
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees -
General -
Employees are located in the Pacific and Eastern time zones.
Case representatives -
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
•	Each employee must use the system.
•	Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•	Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases -
•	The system must support live chats, texting, and Twitter.
•	Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•	Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•	Managers must be able to monitor all communication as well as add or delete quick replies.
•	Customer satisfaction representatives must be able to read agent scripts and workflows.
•	A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•	There are two types of queues: regular and escalated.
•	Tickets must be routed to the most qualified representative for the illness.
•	Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
•	Each division must have one manager for escalations.
•	Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•	Only escalations must go to the chat bot.
•	You must create two types of Omnichannel queues: regular and escalated.
•	Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers -
•	Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•	Managers must be able to monitor patient moods during patients’ conversations with representatives.
•	Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments -
•	Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•	Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•	Nurses and doctors must be booked for 30-minute time slots.
•	Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics -
•	You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•	Analytics must be viewable only in the production environment.
•	You must ensure that only escalation managers can create workspaces and control access to workspaces
•	Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•	Case representatives must only be able to view workspaces.
•	Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
What should managers use to perform weekly reviews with case representatives?

A. Tier 1 dashboard

B. Agent Insights

C. Connected Customer Service dashboard

D. Customer Service Performance dashboard

DRAG DROP -
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Select and Place:
 

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

DRAG DROP
-
You manage a Dynamics 365 environment. No customizations have been made to fields.
You need to determine the proper usage for status reasons for cases.
Which status applies to each status reason? To answer, drag the appropriate statuses to the correct status reasons. Each status 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.
 

HOTSPOT
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Case study
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This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
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To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
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Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
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Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
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General
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Employees are located in the Pacific and Eastern time zones.
Case representatives
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Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
•	Each employee must use the system.
•	Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•	Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
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•	The system must support live chats, texting, and Twitter.
•	Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•	Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•	Managers must be able to monitor all communication as well as add or delete quick replies.
•	Customer satisfaction representatives must be able to read agent scripts and workflows.
•	A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•	There are two types of queues: regular and escalated.
•	Tickets must be routed to the most qualified representative for the illness.
•	Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
•	Each division must have one manager for escalations.
•	Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•	Only escalations must go to the chat bot.
•	You must create two types of Omnichannel queues: regular and escalated.
•	Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
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•	Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•	Managers must be able to monitor patient moods during patients’ conversations with representatives.
•	Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments
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•	Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•	Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•	Nurses and doctors must be booked for 30-minute time slots.
•	Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
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•	You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•	Analytics must be viewable only in the production environment.
•	You must ensure that only escalation managers can create workspaces and control access to workspaces
•	Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•	Case representatives must only be able to view workspaces.
•	Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
You need to configure OmniChannel to route correctly.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

You are customizing an Omnichannel for Customer Service implementation for a call center.
The call center manager wants to create a new quick response for agents to save time typing a greeting message.
You need to create a quick response that includes a customer’s full name.
How should you create the quick response?

A. Hi {Customer{Fullname}}, How may I help you?

B. Hi Customer{Fullname), How may I help you?

C. Hi FullName{Customer}, How may I help you?

D. Hi {FullName{Customer}}, How may I help you?

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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the
support@contoso.com
email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?

A. Yes

B. No