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:
 

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

HOTSPOT -
You need to configure the correct settings.
Which settings 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 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

A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?

A. Reassign the case

B. Reactivate the case

C. Clone the case

D. Change the status reason to In Progress

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 client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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 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.

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

HOTSPOT
-
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

You use Dynamics 365 Customer Service to manage cases.
You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.
Which two types of SLA details should you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. SLA item failure

B. Response KPI only

C. Resolve KPI only

D. Item warning

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:
 

You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?

A. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include all the required fields that should map from the parent case.

C. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

D. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case type fields to the list. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.
The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.
The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.
The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.
You need to determine the call center's deadline for the SLA.
When will the call center miss their SLA?

A. The Monday after New Year’s Day at 8:00 a.m. Eastern time

B. The Friday after New Year’s Day at 8:00 a.m. Eastern time

C. The Tuesday after New Year’s Day at 8:00 a.m. Eastern time

D. The Saturday after New Year’s Day at 8:00 a.m. Eastern time

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 using Dynamics 365 Customer Service.
You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
What should you do?

A. Configure entitlement channels.

B. Create an entity for each channel and configure the relationship with the entitlement.

C. Create queues for each channel.

D. Configure routing rules.

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

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

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

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.
 

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:
 

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:
 

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 manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?

A. Configure service level agreements to be on hold until a call can be made to the customer.

B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.

C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.

D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

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.
 

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 need to consider the underlined segment to establish whether it is accurate.
The status reason for a Cancelled case status will read __Researching__.

A. No adjustment required.

B. Waiting for details

C. Merged

D. On hold

A company is implementing a customized app that will automatically route cases.
You need to determine the correct URL to connect to the app location in the cloud.
Which URL format should you use?

A. https://”.dynamics.com/apps

B. https://”.crm.dynamics.com/

C. https://..dynamics.com/Apps/uniquename/

D. https://”/apps

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.
 

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.
 

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.

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

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.

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.

A company has used Dynamics 365 Customer Service with Omni channel for more than a year.
The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts, and phone conversations.
You need to configure the system.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Enable the productivity panel.

B. Install the Productivity Tools app from App Source.

C. Create a macro.

D. Create an agent script.

You are implementing Omnichannel for Customer Service.
The customer service supervisor wants to change one of the intraday KPI calculation methods.
You need to modify the supervisor dashboard with the new KPI.
Which tool should you use?

A. Power BI Pro

B. Report Wizard

C. Power Platform Maker portal

D. Supervisor settings

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
-
A company uses Dynamics 365 Customer Service and Microsoft Teams.
A project requires the creation of an automated tool to provide recommendations when addressing specific client needs. The tool must be interactive and allow agents to best serve their client base. All communications will be run through Teams chat.
You need to configure the smart assist chatbot.
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.
 

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:
 

A company sells and services bicycles. The company uses Dynamics 365 Sales and Dynamics 365 Customer Service. You create a custom table named Bicycle.
A user tries to create a personal view with information from the Bicycle table. The user wants to add customer information from the Account table, but the columns are unavailable.
You need to make the Account columns available to the Bicycles table.
What should you configure?

A. Create a relationship between the Account table and the Bicycles table.

B. Add the system administrator security role to the user ID of the salesperson.

C. Create two separate views: one in the Bicycles table and one in the Account table.

D. Create the personal view from the Account table.

E. Add the same columns to both the Bicycles table and the Account table.

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.
 

A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years.
You need to set up support entitlement enforcement.
Which three attributes should you configure? Each correct answer presents a part of the solution.
NOTE: Each correct selection is worth one point.

A. Specify the remaining item

B. Specify the total term

C. Specify the end date

D. Set the Restrict based on entitlement terms value

E. Specify the service-level agreement (SLA)

HOTSPOT -
You need to create and configure objects to support the requirements.
How should you configure the system? 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 are a Dynamics 365 for Customer Service administrator.
You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.
You have created an automatic record creation and update rule.
Which two of the following actions should you take NEXT?

A. You should configure the rule to generate a case if a valid entitlement exists.

B. You should configure the rule to send automatic email responses to customers when records are created.

C. You should set the source type to service activity.

D. You should set the source type to email.

HOTSPOT
-
You work for a pharmaceutical company that distributes vaccines.
Vaccines must be kept below negative 60 degrees Celsius or they cannot be used. The company requires a solution that meets the following requirements:
•	Monitor vaccine temperatures during transportation.
•	Create a customer service case if the temperature goes above negative 60 degrees Celsius.
You need to implement the solution.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

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 configure the chat channel.
What should you configure?

A. proactive chat

B. workstream

C. quick replies

D. persistent chat

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

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: