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A company provides professional development certifications to technologies around the world. The company uses multiple call centers to support customers. The company plans to implement Dynamics 365 Customer Service.
The company must increase productivity for call center employees. The solution must meet the following requirements:
Handle multiple customer interactions at once
Ensure that users can access information from several business applications.
Interact with customers by using the following channels: chat, phone calls, emails, and online reviews.
Implement all functionality in a single interface.
You need to recommend a solution that meets the requirements of the company.
What should you recommend?
Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS.
Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel
A pharma company uses a proprietary system to manage its chemical experiments. The company uses Microsoft Dynamics 365 Project Operations to manage lab staff and resources.
Employees manually update Project Operations data with data from their proprietary system as needed. Employees are not able to provide a definite schema for their data.
You need to provide a solution that will allow employees to configure their own automatic updates.
Which component should you use?
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.
A company uses a Microsoft Excel sheet to manage its loan application process.
The company wants to optimize the process.
You need to discover inefficiencies in the process.
Solution: Record the actions required to complete the loan application process in the process advisor feature. Use task mining to discover inefficiencies in the process.
Does the solution meet the goal?
You need to display the All Contracts view in Microsoft Teams for the sales department. In which location in Microsoft Teams should you add the information?
A company has an expense approval process that allows expenses to be submitted in multiple currencies.
An accountant converts the expense amount to USD as part of the approval process.
You need to automate the conversion by using the RESTful AP1.
What should you do?
