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NEW QUESTION 35
You are configuring a queue in Omnichannel for Customer Service for a call center.
You need to complete the queue configuration using the minimal number of actions.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

  • A. Set the record creation and update rules for the queue
  • B. Configure the mailbox for the queue
  • C. Enable the queue for auto work distribution
  • D. Set the queue priority for the queue

Answer: C,D

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/queues-omnichannel

 

NEW QUESTION 36
You plan to deploy Unified Service Desk (USD).
You need to install all USD components and verify the installation.
Which three actions should you perform? Each correct answer presents part of the solution.

  • A. Run the USD client and connect to the Microsoft Dynamics 365.
  • B. Install the USD client on a development computer.
  • C. Install computer telephony integration (CTI) adapters.
  • D. In the USD application, configure client diagnostic logging.
  • E. Deploy USD packages to the Microsoft Dynamics 365 instance.

Answer: A,B,E

 

NEW QUESTION 37
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
Establish a one-step process to send a predefined email to customers once a representative is done helping them.
Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.
MB-230-56a586dc74465182ca8627ae5317e686.jpg

Answer:

Explanation:
MB-230-627196269dd5adeb1299e0f43131f9f2.jpg
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/create-users
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours?tabs=customerserviceadmincenter

 

NEW QUESTION 38
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