Question 1

A company is developing a Power Virtual Agents chatbot that integrates with Dynamics 365 Omnichannel for

Customer Service. The company has offices in Africa and South America.

You need to deploy Power Virtual Agents (PVAs) to all supported countries/regions.

To which three geographies should you deploy the PVAs? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options :

A : South America

B : United States

C : Africa

D : Asia

E : Europe

Answer: A,B,C

Question 2

A company uses Dynamics 365 Customer Service.

A customer service supervisor must create canvas apps. The environment uses a Microsoft Dataverse

database. The supervisor must be able to create new connections and Microsoft Power Automate flows. The

supervisor must not have data access privileges to data in the environment.

You need to assign a role to the supervisor by using the principle of least privilege.

Which security role should you grant to the supervisor?

Options :

A : Environment Maker

B : Environment Admin

C : System Administrator

D : System Customizer

Answer: A

Question 3

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

Options :

A : In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

B : In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

C : In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes.

D : In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

Answer: A,B

Question 4

You are customizing an Omnichannel for Customer Service implementation.

You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However,

customer conversations are not escalating to human agents.

You need to complete the configuration to resolve the issue.

Which two features should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options :

A : Smart Assist

B : session template for the bot

C : context variable

D : bot in an Omnichannel Queue

Answer: C,D

Question 5

You are configuring Dynamics 365 Customer Service workspaces. Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions. You need to configure the simplified navigation experience. What should you do?

Options :

A : Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

B : Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.

C : Configure the settings in the Agent Experience area of the Customer Service Hub.

D : Configure the settings in the administration console.

Answer: D

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