A midsize service company provides clients with various service needs. The company plans to implement URS to schedule its service technicians. The company requires a solution that includes custom tables.
You need to recommend an implementation process for URS that enables a table for scheduling. What should you recommend?
A company has the following business units:
Call center
Customer service
Digital response
Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
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?
You create a Power Virtual Agents chatbot. The chatbot includes Power Automate flows. You are not a system administrator.
Users in your organization must collaborate to develop the chatbot.
You attempt to share the chatbot by adding user email addresses and assigning them Manager, Power Automate User, and Transcript Viewer permissions on the bot. The Send an email invitation to new users option is disabled.
Sharing of the chatbot fails.
You need to use the principle of least privilege to share the chatbot with users for collaboration.
Which two actions should you perform? Each correct answer presents part of a solution.
NOTE: Each correct selection is worth one point.
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAQ implements Dynamics 365 Customer Service.
Following each installation, customers must be surveyed about their satisfaction of the installation and the conduct of the installers.
You need to recommend the appropriate question types.
Which question types should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.
You receive the following error message:
Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.
You need to enable unified record routing and route records.
Which three steps must you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
You need to configure OmniChannel to route correctly.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?
You need to configure the system to notify managers about unhappy patients.
What should you do?
You need to set up users with permissions to use the digital messaging channels.
Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.
