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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q35-Q40):

NEW QUESTION # 35
A company uses Omnichannel for Customer Service. An administrator creates a report.
You must change reports to intraday insight reports without using customizations.
You need to determine why you are unable to switch to the intraday insight reports.
What is the issue?

Answer: A


NEW QUESTION # 36
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?

Answer: C


NEW QUESTION # 37
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

Explanation:


NEW QUESTION # 38
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
* Establish a one-step process to send a predefined email to customers once a representative is done helping them.
* Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
* Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

Answer:

Explanation:

Explanation:

Box 1: Resources
Establish a one-step process to send a predefined email to customers once a representative is done helping them.
Box 2: Security roles
Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
Assign a security role
Security roles control a user ' s access to data through a set of access levels and permissions. The combination of access levels and permissions that are included in a specific security role sets limits on the user ' s view of data and on the user ' s interactions with that data.
Box 3: Working hours
Have chatbots available to help make recommendations in typed conversations.
Operating hours define the hours when your organization ' s customer support team is active and available to serve customers. By setting up operating hours, you help your customers and your organization work together to resolve issues.
The operating hour schedules cater to the following scenarios:
Display the non-availability of customer support on public holidays that are otherwise operating hours.
Accommodate change of calendar timings for daylight saving time twice an year for timezones that have implemented the daylight saving time.
*- > Set up separate schedules for agents, bots, and queues to cater to different business scenarios and product lines seamlessly for any channel.
Define schedules to transition customer queues from bots to agents.
Customize the display and other settings of the chat widget during non-business hours.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/create-users
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours?
tabs=customerserviceadmincenter


NEW QUESTION # 39
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)

You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation
Graphical user interface, text, application, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/s


NEW QUESTION # 40
......

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