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 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 implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1

and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other's queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be public and add applicable members.

Set up the support queue to be public.

Does the solution meet the goal?

Options :

A : Yes

B : No

Answer: B

Question 2

You need to configure the chatbot.

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

NOTE: Each correct selection is worth one point.

Options :

A : Add the chatbot to an existing human agent queue.

B : Configure context variables for the chatbot.

C : Enable a Power Virtual Agents chatbot to end conversations.

D : Create a chatbot queue and a human agent queue.

E : Enable AI suggestions with the chatbot.

Answer: B,D

Question 3

A customer needs to know how data from third-party applications can be reported on in a Customer Service

Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

Options :

A : lead and opportunity data from Common Data Service

B : call intelligence data from Common Data Service

C : Bing web search for data creation data in Common Data Service

D : data integration data maps with Common Data Service

Answer: D

Question 4

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

You want to make sure that the design allows for questions to be shown or hidden according to answer

selected.

You include Client-side routing in the design.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: A

Question 5

You need to add the confirmation step for cases.

What should you edit?

Options :

A : Common Data Service

B : Business process flow

C : Workflow

D : Power Automate

E : Environment

Answer: B

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