Question 1

A company uses Dynamics 365 Customer Service.

Agents provide incorrect responses when replying to customer issues.

You need to configure quick replies.

What should you do?

Options :

A : Add a macro in Smart assist.

B : Add a quick reply to a workstream.

C : Create a new quick reply with the category name as the title.

D : Create a new tag for each quick reply.

Answer: D

Question 2

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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1

and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other's queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be private and add applicable members.

Set up the support queue to be public.

Does the solution meet the goal?

Options :

A : Yes

B : No

Answer: B

Question 3

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using an Omnichannel connector.

Does the solution meet the goal?

Options :

A : Yes

B : No

Answer: B

Question 4

A customer needs to know how data from third-party applications can be reported on in a Customer Service

Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

Options :

A : lead and opportunity data from Common Data Service

B : call intelligence data from Common Data Service

C : Bing web search for data creation data in Common Data Service

D : data integration data maps with Common Data Service

Answer: D

Question 5

You need to configure the chatbot.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options :

A : Add the chatbot to an existing human agent queue.

B : Configure context variables for the chatbot.

C : Enable a Power Virtual Agents chatbot to end conversations.

D : Create a chatbot queue and a human agent queue.

E : Enable AI suggestions with the chatbot.

Answer: B,D

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