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.

A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for Customer Service. The company has offices in Africa and South America.
You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions.
To which three geographies should you deploy the PVAs? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. South America

B. United States

C. Africa

D. Asia

E. Europe

You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
•	A case for a new customer follows a different process than for a returning customer.
•	A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
•	All cases must be researched and resolved.
•	Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?

A. Create a business process flow that branches.

B. Create two different forms and a business process flow for each type of customer.

C. Create a Power Automate flow that branches.

D. Create two different queues for the different types of customers.

HOTSPOT -
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

DRAG DROP -
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? 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.
Select and Place:
 

HOTSPOT -
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
✑ The system must automatically ask questions before the chat begins.
✑ Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT -
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Select and Place:
 

HOTSPOT
-
You are creating a bot by using Power Virtual Agents to work within Dynamics 365 Customer Service.
The bot must support voice and chat capabilities. The bot must also meet the following requirements:
•	When a user starts the conversation, the bot should ask if they need help with installation or support.
•	The user must be able to talk to a live person when requested.
You need to configure the bot.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT
-
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents’ performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT -
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT -
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
Hot Area:
 

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT
-
Overview
-
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company’s needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
-
Support desk
-
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
-
•	New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
•	The system must automatically create a case when email is received by companies that are not in the system.
•	The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
•	Users must be able to initiate routing for manually created cases.
•	The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
•	Main cases must not be closed until all the sub-cases are closed.
•	Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
•	When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
-
•	Users must be able to search the knowledge base when opening a new case form or when checking on cases.
•	Users must be able to use relevant searches and include any customer entities.
Dashboards
-
•	Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
•	Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
•	Managers need a dashboard that displays weekly statistics for cases and representatives.
•	Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.
Service-level agreements
-
•	Most customers must be contacted within 90 minutes of their case being opened.
•	Some customers can purchase faster service on call backs.
•	Emails must be sent to support managers when service-level agreements (SLAs) are missed.
•	Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
•	SLA KPIs must be tracked in the system.
•	SLA KPIs must appear on the case form.
•	Cases must be able to be placed on hold if issues arise with related contracts.
Issues
-
Users report they are not able to search the Knowledge Base.
You need to meet the automatic case creation requirements.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.
You need to advise the customer on how to display the data.
What should the customer use?

A. lead and opportunity data from Common Data Service

B. call intelligence data from Common Data Service

C. Bing web search for data creation data in Common Data Service

D. data integration data maps with Common Data Service

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

DRAG DROP -
A company is implementing Omnichannel for Customer Service.
You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:
• Representatives must create a new support record when a customer contacts them through chat.
• Knowledge base articles must open in a separate tab when representatives research answers.
• When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.
You need to set up the macros.
Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements. Each macro 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.
 

HOTSPOT
-
You are a consultant setting up a contact center in Dynamics 365 Customer Service.
The following requirements must be configured in the system:
•	Assign cases that are created from emails that have the subject “escalate” to a manager.
•	If a call comes in that requires a site visit, a work order needs to be created.
•	Managers need to get an email every time a case is closed.
You need to select the appropriate tools to meet the requirements.
Which technologies should you use? To answer, select the appropriate options from the answer area.
NOTE: Each correct selection is worth one point.
 

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:
 

You are integrating Power Virtual Agents with Omnichannel for Customer Service.
You create context variables.
You need to complete the handoff 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 Power Virtual Agents, enter the Power Virtual Agents Application ID.

B. In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

C. In the Omnichannel Administration app, add a user as a virtual agent.

D. In Power Virtual Agents, disable the Teams channel.

E. In Power Virtual Agents, select Transfer to agent.

HOTSPOT
-
You are creating a bar chart that displays the 10 help desk representatives who are resolving the most cases.
You need to ensure that all team members can view the chart. You do not have share privileges.
How should you configure the chart? 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 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

You are a Dynamics 365 Customer Service representative.
You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.
What should you use?

A. Add to queue

B. Run workflow

C. Save and route

D. Share

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 Service activity, and then select the queue.
Does the solution meet the goal?

A. Yes

B. No

You are a Dynamics 365 Customer Service system administrator.
You are unable to add 20 hours of phone time to the Entitlement channel.
You need to determine the reason you are unable to add the hours.
What are three possible reasons? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The Entitlement start date is in the future.

B. The Entitlement is in draft mode.

C. The Entitlement has been canceled.

D. The Entitlement is in active mode.

E. The Entitlement expiration date has passed.

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
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.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that same block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a timegroup with the preference setting of one hour.
Does the solution meet the goal?

A. Yes

B. No

HOTSPOT
-
You create a survey for the employees of your company to provide feedback on future products.
An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations.
You need to create a new survey that meets the following requirements:
•	Allow all people in the company to respond.
•	Limit availability to only one day after clicking a personalized link.
How should you configure the survey distribution? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation.
You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually.
You add the SLA field to the entity form.
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.
 

A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from
Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?

A. Create a new resource characteristic.

B. Create a routing rule.

C. Create a new work stream for each channel.

D. Add the new channel to the existing work stream.

DRAG DROP
-
A company is using Omnichannel for Customer Service.
You add a live chat button to your company’s website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected.
You need to configure the chat.
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.
 

A company manufactures, installs, and maintains residential water filtration systems. The company implements Dynamics 365 Customer Service.
Installation technicians call support technicians when they encounter issues during system installations.
You must create step-by-step documentation for the support technicians.
Which two fields must you include? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Description

B. Agent script

C. Owner

D. Language

DRAG DROP -
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue 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.
Select and Place:
 

You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of email 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 up an entitlement record for each account.Set the value of the Total Terms field for the entitlement to 20.Do not configure an entitlement channel.

B. 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.

C. Set the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

D. 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 10. Add the Phone option. Set the value of the Total Terms field to 10.

HOTSPOT -
You need to configure the options for the schedule.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?

A. Personal

B. Private

C. Business unit

D. Public

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

HOTSPOT
-
A company installs and services air filtration units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location supports a specific geographic region. Installers and service technicians are dispatched from these regional locations.
You need to configure the system to optimize work scheduling.
How should you configure the system? 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.
A call center wants to enable a chat channel for unauthenticated chats with the following requirements:
•	Chat must auto detect a customer for agents.
•	A chat widget must be embedded in a specific domain.
You need to customize the solution that meets the requirements.
Which two options you should select? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. pre-chat survey

B. visitor location

C. proactive chat

D. widget location

You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?

A. Timeframe

B. Priority

C. Global

D. Visual

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 private.
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 need to select the feature for each parameter.
Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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
-
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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.
 

DRAG DROP -
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
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:
 

HOTSPOT
-
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT
-
Overview
-
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company’s needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
-
Support desk
-
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
-
•	New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
•	The system must automatically create a case when email is received by companies that are not in the system.
•	The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
•	Users must be able to initiate routing for manually created cases.
•	The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
•	Main cases must not be closed until all the sub-cases are closed.
•	Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
•	When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
-
•	Users must be able to search the knowledge base when opening a new case form or when checking on cases.
•	Users must be able to use relevant searches and include any customer entities.
Dashboards
-
•	Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
•	Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
•	Managers need a dashboard that displays weekly statistics for cases and representatives.
•	Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.
Service-level agreements
-
•	Most customers must be contacted within 90 minutes of their case being opened.
•	Some customers can purchase faster service on call backs.
•	Emails must be sent to support managers when service-level agreements (SLAs) are missed.
•	Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
•	SLA KPIs must be tracked in the system.
•	SLA KPIs must appear on the case form.
•	Cases must be able to be placed on hold if issues arise with related contracts.
Issues
-
Users report they are not able to search the Knowledge Base.
You need to ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

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.

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: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?

A. Yes

B. No