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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q88-Q93):

NEW QUESTION # 88
You need to create the SLAs.
Which three SLAs should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. SLA with 24 hours as the failure time and no warning
B. SLA with 6 hours as the failure time and a one-hour warning
C. SLA with one hour as the failure time and no warning
D. SLA with 24 hours as the failure time and a two-hour warning
E. SLA with 6 hours as the failure time and no warning

Answer: B,C,D

Explanation:

Text Description automatically generated
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.

NEW QUESTION # 89
You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
* A case for a new customer follows a different process than for a returning customer.
* A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
* All cases must be researched and resolved.
* Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?

A. Create a Power Automate now that branches.
B. Create a business process now that branches.
C. Create two different queues for the different types of customers.
D. Create two different forms and a business process flow for each type of customer.

Answer: B

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/enhance-business-p

NEW QUESTION # 90
Case Study 2 - Lamna Healthcare
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
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.
You need to configure the system to meet the workspace requirements for case representatives.
Which role should you assign to case representatives?

A. CSR Manager
B. Maker
C. Owner
D. Customer Service Schedule Administrator
E. Viewer

Answer: E

NEW QUESTION # 91
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 configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?

A. No
B. Yes

Answer: B

Explanation:
Section: Topic 1, Perform Configuration
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-action- business-process-flow

NEW QUESTION # 92
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?

A. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
B. Create a business rule.
C. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.
D. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

Answer: C

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

NEW QUESTION # 93
......

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