Question 1

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.

Options :

A : Work stream

B : Queues

C : Azure Application ID

D : Chat widget

E : Chatbot

Answer: A,B,C

Question 2

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

Options :

A : Release the case.

B : Route the case to another queue.

C : Share the case.

D : Escalate the case

Answer: A

Question 3

You need to configure the chat channel.

What should you configure?

Options :

A : proactive chat

B : workstream

C : quick replies

D : persistent chat

Answer: B

Question 4

You are a help desk representative for an organization using Dynamics 365 Customer Service.

Users need to search within the system for similar cases. None of the out-of-the-box settings have been

changed.

You need to determine which search features are available for use by default.

Which two search features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options :

A : Advanced Find

B : Quick Find

C : Relevance Search

D : Full-text Quick Find

Answer: A,B

Question 5

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.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email,

and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email

addresses.

Solution: Enable the customization to include Knowledge Management.

Does the solution meet the goal?

Options :

A : Yes

B : No

Answer: B