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Hotspot Question
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.
Answer:
Explanation:
NEW QUESTION 54
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 55
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?
NEW QUESTION 56
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
Explanation:
Reference:
NEW QUESTION 57
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?
Explanation:
Reference:
NEW QUESTION 58
......
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NEW QUESTION 53Hotspot Question
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.
Answer:
Explanation:
NEW QUESTION 54
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 55
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 toDon't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
- B. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to l child cases are closed.
- C. Set the closure preference setting to closure until all child cases are closed.
- D. Create a business rule.
NEW QUESTION 56
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
- A. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
- B. Configure context variables for a chatbot.
- C. Configure an SMS channel for a chatbot.
- D. Configure a Microsoft Teams support channel for the chatbot.
- E. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
Explanation:
Reference:
Integrate a Copilot agent
Use this article to get instructions on how to integrate a Copilot agent in your contact center.
docs.microsoft.com
NEW QUESTION 57
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 work stream for each channel.
- B. Create a new resource characteristic.
- C. Create a routing rule.
- D. Add the new channel to the existing work stream.
Explanation:
Reference:
Create and manage workstreams
Learn about how to create and manage workstreams in Dynamics 365 Customer Service and Dynamics 365 Contact Center.
docs.microsoft.com
NEW QUESTION 58
......
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