Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet 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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the [email protected] email address. Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue. Does the solution meet the goal?
Correct Answer: B
Topic 1, Lamna HealthCare 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 day 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 type 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.
Question 67
You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Correct Answer: B,E
Question 68
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.
Correct Answer:
Question 69
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products. You need to select a survey feature to use. Which survey feature should you use?
Correct Answer: B
Section: Topic 4, Configure Voice of the Customer Explanation/Reference: References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced- survey#design-interactive-surveys-by-using-response-routing
Question 70
You are customizing a Dynamics 365 for Customer Service implementation. The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area. You need to create the chart. 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.
Correct Answer:
1 - Navigate to Settings, and then select Solutions. Verify that the case entity is in the solution. 2 - In the solution,navigate to the Case entity and select Charts 3 - Create and configure the chart
