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

Correct Answer:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution

Comment: *

Name: *

Email: *

Verification: *

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.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.
• B.On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
  Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
• C.Create a business rule.
• D.Validate that customer and case title fields have not been removed as fields that child cases inherit from the 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.

Comment: *

Name: *

Email: *

Verification: *

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

Comment: *

Name: *

Email: *

Verification: *

You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
* Elevator
* Motor
* Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results

Comment: *

Name: *

Email: *

Verification: *

Drag and Drop Question
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Correct Answer:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey

Comment: *

Name: *

Email: *

Verification: *