Question 1

A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access.

Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.

You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.

What should you do?

Options :

A : Set product privileges to Basic for the agents.

B : Configure the site map subarea privileges of the product table.

C : Set product privileges to Local for the agents.

D : Configure the site map to remove the subarea where the product is displayed.

Answer: D

Question 2

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?

Options :

A : The intraday insight reports need to be created in FetchXML first.

B : Users can configure only their own intraday insight reports.

C : The intraday insight reports must be configured from Dynamics 365 Customer Service settings.

D : Only administrators can configure the intraday insight reports.

Answer: D

Question 3

You are integrating Power Virtual Agents with Omnichannel for Customer Service.

You create context variables.

You need to complete the handoff process to a human agent.

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

NOTE: Each correct selection is worth one point.

Options :

A : In Power Virtual Agents, enter the Power Virtual Agents Application ID.

B : In the Power Virtual Agents topic, add the Transfer to Agent node in the End the conversation node.

C : In the Omnichannel Administration app, add a user as a virtual agent.

D : In Power Virtual Agents, disable the Teams channel.

E : In Power Virtual Agents, select Transfer to agent.

Answer: A,B

Question 4

You are a Dynamics 365 Customer Service representative.

You need to take the appropriate action when creating new cases to ensure that the automated routing rule is

applied.

What should you use?

Options :

A : Add to queue

B : Run workflow

C : Save and route

D : Share

Answer: A

Question 5

You are responsible for creating surveys via Voice of the Customer (VoC).

You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer

want to receive them.

You add an Unsubscribe check box after every question.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: B

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