You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation.
You have been tasked with creating a service-level agreement (SLA) that allows for times and status’ of an SLA to be tracked.
Which of the following is the type of SLA you should create?

A. Atypical

B. KPI

C. Enhanced

D. Standard

You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.
You need to enable entities for service-level agreements (SLAs).
For which entity can you enable SLAs?

A. Contract

B. Business unit

C. KPIs

D. Customer service schedule

E. Holiday schedule

F. Account

You are implementing a help desk system that enables users to submit cases by using telephone or email.
You need to ensure that cases are classified correctly.
What should you do?

A. Configure relevance search.

B. Configure categorized search.

C. Create security roles by support function. Assign the security role to users.

D. Modify the subject tree.

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 -
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

You are configuring a queue in Omnichannel for Customer Service for a call center.
You need to complete the queue configuration using the minimal number of actions.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Configure the mailbox for the queue

B. Set the record creation and update rules for the queue

C. Set the queue priority for the queue

D. Enable the queue for auto work distribution

DRAG DROP
-
A company deploys Dynamics 365 Customer Service.
A service manager requires a new classification ruleset for Bronze-type customers. The Bronze type customers require an answer within five hours.
You need to create the classification ruleset.
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.
 

HOTSPOT -
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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:
 

DRAG DROP -
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
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.
Select and Place:
 

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

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
1. Verification
2. Acknowledgement and research
3. Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
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 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.

DRAG DROP
-
Your company makes use of Dynamics 365 for Customer Service.
You have been tasked with generating business process flows. You need to make use of the necessary entities.
Which of the following options would you use? Answer by dragging the correct options from the list to the answer area.
 

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.
 

HOTSPOT
-
You are a Dynamics 365 administrator.
You need to determine which type of dashboard needs to be created for different scenarios.
Which dashboard type should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT
-
A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues.
A case is opened for each customer call. Technicians are sent to customers’ homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start scheduling the technicians’ in-person appointments.
The requirements for scheduling appointments are as follows:
•	Schedule an appointment with the technician who is located closest to a customer.
•	Schedule an appointment based on whether the issue is hardware or software.
•	The dispatcher who schedules appointments must not be able to configure the system.
You need to configure the system to meet the requirements.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

DRAG DROP
-
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 that the company can support the customers with coffee maker issues remotely.
Which features should you use? To answer, drag the appropriate features to the correct options. 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.
 

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: Configure the working hours calendar to allow one-hour resource booking blocks.
Does the solution meet the goal?

A. Yes

B. No

A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?

A. Schedule with travel time and distance

B. Fulfillment preferences

C. Resource crew scheduling

D. Requirement groups

E. Schedule within time constraints

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 need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?

A. Related cases

B. Case Relationships

C. Timeline

D. Status Reason Transition

E. Subject

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:
 

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 have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline.
Which of the following is the field that should be modified during the process?

A. Owner

B. Regarding

C. Attachments

D. Notes

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.
 

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 enable relevance search for the custom entity.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Add Quick Find to the case form.

B. Add custom entities to Configure Relevance Search in Customizations and Entities.

C. Add Knowledge Base Search control to the forms case.

D. Enable Relevance Search in System Settings.

DRAG DROP
-
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
•	Establish a one-step process to send a predefined email to customers once a representative is done helping them.
•	Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
•	Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.
 

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
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:
 

DRAG DROP
-
Your company uses Dynamics 365 Customer Service.
The company wants to send a customer survey to each customer when a case is closed. The survey must include the following:
•	An area with a list of questions that rate the answers as poor, average, or great.
•	A question that rates whether the customer would recommend your company to others.
The company wants to exclude symbols from any of the question types.
You need to configure the question types.
Which question type should you use? To answer, drag the appropriate question type to the correct requirement. Each question 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.
 

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

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
-
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.
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

You create a canvas app to show trending results from a Power Virtual Agents chatbot.
The results must be viewable on the Dynamics 365 Customer Service workspace home page.
You need to add the survey results canvas app to the Customer Service workspace.
What should you do?

A. Add an iFRAME component to the main home page form and reference the canvas app name

B. Share the canvas app

C. Add the canvas app to the sitemap

D. Create a solution in the environment and add the canvas app to the solution

E. Add the canvas app component to the main home page form and reference the canvas app name

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.
 

You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Advanced Find

B. Quick Find

C. Relevance Search

D. Full-text Quick Find

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
-
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.
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 a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.
You need to ensure that the schedule shows the correct time zone for available customer service hours.
What should you do?

A. Set the time zone in each customized schedule.

B. Allow the system to automatically convert to each user’s time zone when a user signs in.

C. Set the time zone in Dynamics 365 personal options.

D. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.

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

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:
 

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?

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

B. Add a lookup to the article entity.

C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

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:
 

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 -
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:
 

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 an 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 value of the entitlement channel option to Email.

C. Set up an entitlement record for each account. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Web. Set the value of the Total terms field to 20.

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

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

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:
 

HOTSPOT -
You must set up the following:
✑ A work stream must be configured to use Twitter.
✑ The cases must automatically go to the next available sales representative.
✑ Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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

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.
You are creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using an Omnichannel connector.
Does the solution meet the goal?

A. Yes

B. No