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Question 1
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the Macio.
Solution: Configure the macro by using a productivity automation connector.
Does the solution meet the goal?
Correct : B
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Question 2
Note; This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using a custom connector.
Does the solution meet the goal?
Correct : B
Start a Discussions
Submit Your Answer:
Question 3
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets 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 creating agent scripts that have macros for quick steps for agents in a support center.
Agents need to be able to open a case from one of the steps in the agent scripts.
You need to select a type of connector to use to create the macro.
Solution: Configure the macro by using a session connector.
Does the solution meet the goal?
Correct : B
Start a Discussions
Submit Your Answer:
Question 4
You use Dynamics 365 Customer Service to manage cases.
You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.
Which two types of SLA details should you use? Each correct answer presents pan of the solution
NOTE: Each correct selection is worth one point.
Correct : B, C
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Question 5
A company implements Customer Service
You enable Customer Service historical analytics.
You need to identify which feature is enabled automatically when Customer Service historical analytics is enabled.
Which feature should you identify?
Correct : A
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