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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: Change the scheduler time resolution to one hour. Does the solution meet the goal?
A company uses Dynamics 365 Customer Sen/ice. A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The supervisor must not have data access privileges to data in the environment. You need to assign a role to the supervisor by using the principle of least privilege. Which security role should you grant to the supervisor?
A customer has a Customer Service environment. The customer plans to use service scheduling. You need to install the service scheduling. What should you use to install the service scheduling?
HOTSPOT You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys. You need to determine which survey question feature is needed to complete the design of the survey. Which survey features should you use? To answer, select the appropriate survey type in the dialog box in the answer area. NOTE: Each correct selection is worth one point.
HOTSPOT A GOV company implements Dynamics 365 for Customer Service. Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point.
You are implementing Omnichannel for Customer Service for a company. The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team. You need to configure the system. Which two components should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
A fitness company has several locations. The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers. Customers report the following issues: Customers are assigned personal trainers who do not reside at the customer's location. Customers are assigned personal trainers during the trainers' non-working hours. You need to resolve the issues. Which two settings should you configure? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
You implement Dynamics 365 Customer Service for a call center. The call center supervisor has the following requirements for the Customer Service workspace functionality: • Automate agents' repetitive tasks. • Enable agents to share knowledge articles with customers. You need to ensure that the implementation meets the requirements. Solution: Create a macro with an Omnichannel connector. Does the solution meet the goal?
You work for a power company that uses Dynamics 365 Customer Service. The company provides outdoor smart light bulbs to its customers. Each bulb includes an loT sensor with LTE capabilities. When a light bulb begins to fail, the loT sensor must create a work order to send the customer a replacement bulb. You implement Connected Customer Sen/ice with Azure loT Central and Power Automate, but work orders are not generated. You need to ensure that work orders are generated. What must you set for each bulb?
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.

Question 205 - MB-230 discussion

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HOTSPOT

A GOV 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.


Question 205
Correct answer: Question 205

Explanation:

Box 1: Automation

The automation dictionary maintains the contextual data for sessions. You can use the keys from the automation dictionary to pass the parameter in an action.

While creating templates and macros in the admin app, you can pass parameter keys such as title of a session, title of notification, title of an application tab template, and custom parameter values for application tab types. These keys are replaced based on the contextual information available at the time of execution.

Box 2: Macro

Automate tasks with macros

Overview of macros

In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.

Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.

The value propositions of the macros are as follows:

Automate repetitive and monotonous tasks with a single click.

Minimize human errors.

Adhere to business processes.

Lower average handling time.

Improve customer satisfaction.

Create contextual and reusable macros.

Reference:

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/automation-dictionary-keys

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/smart-assist

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asked 05/10/2024
Hossein Nasri
31 questions
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