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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q329-Q334):

NEW QUESTION # 329
A company uses Customer Service.
The company enables intelligence capabilities for customer service agents.
You need to identify information about Al topic clustering.
What should you identify? To answer, move the appropriate views to the correct Al topic properties. Vou may use each view once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 330
You are customizing a Dynamics 365 Customer Service implementation for a call center.
The call center wants to enable SMS as a channel for the customer service department.
You need to complete the SMS channel configuration.
Which account information should you use for each provider? To answer, drag the appropriate types of account information to the correct SMS channel provider. Each type of account information 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.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel

NEW QUESTION # 331
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
Health maintenance organization (HMO)

Preferred-provider organization (PPO)

Gold

Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.

The company uses handwritten forms to send claims information to the correct department.

Each department maintains a workbook to record calls received.

Requirements. Support desk
Configure the system to track the number of insurance claims filed each year.

Categorize claims by type as they are opened.

Configure the system to track staff responsiveness to service-level agreements (SLAs).

Ensure that business hours reflect the hours that support staff are scheduled.

Requirements. Case handling
All new cases must be automatically placed into a queue based on insurance type after the type

is selected.
All insurance types need to be automatically moved to the proper queue when the subject is

picked.
All cases must be created and closed immediately when received.

The status reason must be set to Email Sent or Phone Call.

Information must be restricted by insurance and phone call type.

Managers must be alerted when customers reach their limit of 25 cases for the year.

Changes to cases must not be counted against entitlements until the case is closed.

Requirements. Disputes
Claim disputes must be categorized as low priority.

The status for all disputed cases must be set to Review by a Manager before a disputed case

may be closed.
Requirements. Knowledge base
A knowledge base must be used as a repository for all answers.

Representatives must be able to search the knowledge base when opening a new case for

similar claims.
Representatives must be able to search across all entities at all times.

Searches must check any field in the entity for matches in a single search.

Searches must return results in a single list and sort the list so that the most relevant results

appear at the top of the list.
Representatives must be able to link the knowledge base to cases when applicable.

Representatives must create a new knowledge base article if an answer is not found in the

existing knowledge base.
Representatives must be able to use SQL-like syntax to search the knowledge base.

Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:

Requirements. Alerts
Cases must be flagged when they are past the SLA threshold.

An email alert must be sent to the manager to indicate an SLA noncompliance.

An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior

and PPO 1 hour prior.
Send an email alert to support managers when disputes are ready to be closed.

Send an email alert to customers when cases are closed.

Requirements. Issues
The current process is all manual and not efficient.

There is no easy way to determine whether the company is meeting its SLAs.

Representatives are often inconsistent regarding how they handle customers and answer

customer questions.
There is no accountability for any of the representatives who take calls.

You need to ensure that claim disputes conform to the defined case life cycle.
What should you configure?

A. Subject
B. Related cases
C. Timeline
D. Status Reason Transition
E. Case Relationships

Answer: D

NEW QUESTION # 332
A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.
You need to configure the custom table Leased Truck for IoT integration.
Which two methods achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Enable connections to the Leased Truck table.
B. Set the relationship in the Power Platform admin center.
C. Create a one-to-many relationship from the Leased Truck table to the loT Alert table.
D. Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.

Answer: A,D

Explanation:
IOT enabling an entity type
Dynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of "IoT enabling" a Dynamics 365 entity; you can:
* (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.
* (C) Call the IoT - Register Custom Entity action to associate an entity with an existing or new IoT Device.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connected-customer-service-solut

NEW QUESTION # 333
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:

NEW QUESTION # 334
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