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NEW QUESTION # 160
Case Study 2 - Lamna Healthcare
Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
General
Employees are located in the Pacific and Eastern time zones.
Case representatives
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's Eve day and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling
rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use
to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or
assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The
live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two type of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's
queue.
Requirements. Chat escalation process
Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot.
The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
Managers must be able to review weekly productivity reports for representatives by using
Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients' conversations with
representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with
a representative.
Requirements. Appointments
Representatives must be able to schedule appointments and see everyone's free/busy time
during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
You must implement Customer Insights to keep track of how well representatives are managing
customers' requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to
workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup
specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case
representatives are meeting their objectives.
Hotspot Question
You need to select the feature for each parameter.
Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours
NEW QUESTION # 161
Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.
- A. Standard SLAs record failure time on the entity record itself.
- B. You can create SLAs for entities other than the Case entity.
- C. You can only pause enhanced SLAs.
- D. You must use an enhanced SLA to define multiple success criteria.
Answer: B,C
Explanation:
https://community.dynamics.com/365/b/dynamics365enterprisecloudfronts/posts/how-to-pause- sla-in-dynamics-365
NEW QUESTION # 162
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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
Explanation:
Section: Topic 1, Perform Configuration
NEW QUESTION # 163
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create a webpage on the website. Add the URL to link the Voice of the Customer
- B. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
- C. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
- D. Create the website. Add the URL to the Dynamics 365 site in your website.
- E. Add the iFrame URL to your website.
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION # 164
You must set up the following:
A work stream must be configured to use Twitter.
The cases must automatically go to the next available sales representative.
Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.
You need to choose the correct setting.
Which setting should you use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, application Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entity-workstream
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION # 165
You are a customer service schedule administrator.
A customer has a custom entity that requires its own schedule board.
You need to create the schedule board. You configure the custom entity in the Resource Scheduling parameters.
What should you do next?
- A. Disable the schedule board. Configure Resource Scheduling Optimization.
- B. Add a new resource requirement. Add a new view for the custom entity.
- C. Configure the booking metadata. Create a new schedule board for the custom entity.
- D. Change the default entity name to the custom name. Create a new schedule board for the custom entity.
Answer: B
Explanation:
Explanation
Before scheduling a lead, a related resource requirement must be created.
Add a requirement view to the schedule board.
After creating a requirement for the lead, it will appear in the Open Requirements view in the lower pane of the schedule board that shows all open requirements related to any schedulable entity. This is a default view for resource scheduling.
However, the views in the lower pane of the schedule board are simply system views and can be edited and added to. It's common to add custom resource requirements views for work orders (or leads in our example).
You can create a schedule board view that shows only leads to be scheduled.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-new-entity
NEW QUESTION # 166
A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.
When the company receives all the survey responses, a member of the service team must analyze the results.
The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.
You need to determine which type of satisfaction metrics to use.
Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Net Promoter Score
Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows:
Detractors are those who respond with a score from 0 through 6.
Passives are those who respond with a score of 7 or 8.
Promoters are those who respond with a score of 9 or 10.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score is a number that can range from -100 to 100.
Box 2: Customer Satisfaction Score
Customer Satisfaction (CSAT): CSAT is a metric used to measure the level of satisfaction customers have with a product or a service. CSAT is measured by responses to rating-type questions. The CSAT score is calculated on a scale of 1 to 5. If you create a question on a scale other than 1 to 5, the CSAT score is normalized as per the 1 to 5 scale. This helps in comparing various CSAT scores.
Incorrect:
Sentiment: Sentiment is a metric used to identify customer sentiment toward a product or a service. Sentiment groups the responses to a text-based question as positive, negative, or neutral.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics
NEW QUESTION # 167
You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes
NEW QUESTION # 168
A company is implementing Omnichannel for Customer Service.
You must set up the system to minimize human error and automate actions. The requirements to set up the system are as follows:
* Representatives must create a new support record when a customer contacts them through chat.
* Knowledge base articles must open in a separate tab when representatives research answers.
* When a knowledge base article resolves a customer issue, representatives must send the article to the customer via chat.
You need to set up the macros.
Which macro type should you use? To answer, drag the appropriate macro types to the correct requirements.
Each macro type 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.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
Box 1: Productivity automation
Productivity automation
As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.
The following screenshot shows the actions that are explained in the subsequent sections.
Box 2: Session connector
Session connector
As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.
Graphical user interface, application Description automatically generated Box 3: Omnichannel connector Omnichannel connector As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
NEW QUESTION # 169
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)
You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/s
NEW QUESTION # 170
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 171
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: 30 minutes
Nurses and doctors must be booked for 30-minute time slots.
Box 2: 8: A.M.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Box 3: 12.00 A.M.
Box 4: 3
Patients must be offered at least three alternative times to schedule an appointment.
NEW QUESTION # 172
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.
You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.
Which service URL should you use?
- A. https://contoso.crm.dynamics.com
- B. https://disco.crm.dynamics.com/api/discovery/v9.1
- C. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
- D. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc
Answer: A
Explanation:
Section: Topic 1, Perform Configuration
NEW QUESTION # 173
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically
NEW QUESTION # 174
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order, NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
Answer:
Explanation:
Explanation:
NEW QUESTION # 175
You are customizing an Omnichannel for Customer Service implementation.
You need to configure the escalation process to a human agent.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. In the Power Virtual Agent topic, add the Transfer to agent node.
- B. Add a context variable in Power Virtual Agents to escalate the conversation.
- C. Select a context variable in Omnichannel and update the information from Power Virtual Agents.
- D. Add a bot user to the Omnichannel queue.
- E. Set the operating hours to escalate a conversation.
Answer: A,B,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION # 176
You need to create the dashboards.
Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type 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.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application, email Description automatically generated
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
Topic 4, Lamna Healthcare Company (NEW)
Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the button to return to the question.
Background
Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.
They have the following three departments that take calls daily:
* Chronic illnesses
* Flu-type illnesses
* Geriatric illnesses
There is a fourth area that monitors for miscellaneous issues.
They are implementing Dynamics 365 Customer Service.
Requirements. Queues
* A queue has to be set up for each department.
* Emails must automatically be routed to the appropriate queue.
* Miscellaneous queues must be visible to everyone.
* The other queues must be visible only to the appropriate department.
* If a case is open more than 30 days, the case must automatically be routed to the supervisor.
* There must be a button on the queue list screen to route a case to a supervisor if requested.
Requirements. Visualizations
* Support representatives must have a real-time view of cases assigned to them, including the status of each case.
* Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Requirements. Knowledge Base
* Support representatives must use the knowledge base first to try to solve issues.
* Support representatives must be able to reference the knowledge base when it is used to resolve the case.
* The knowledge base article that is used to resolve a case must always be sent to the customer.
* If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Requirements. Cases
* The cases must follow a process that includes identify, research, and resolve.
* A confirmation section must be added before the resolve section.
* Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
* In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
* Cases that come in as phone calls must be resolved with seven business days.
* Cases that come in as emails must be resolved within three business days.
Requirements. Surveys
* Lamna Healthcare sends out about 100,000 surveys a month.
* Lamna must use Microsoft Forms Pro for their surveys.
* All surveys must have the company logo.
* The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach
* of company policies.
* A survey must automatically be sent once a case is resolved.
* A manual survey must be sent if a case is escalated.
* A survey must not be sent without confirming that it is accurate.
* Supervisors must test a survey before it is finalized.
NEW QUESTION # 177
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.
- A. Asia
- B. United States
- C. Europe
- D. South America
- E. Africa
Answer: B,C,D
Explanation:
https://learn.microsoft.com/en-us/power-virtual-agents/data-location?tabs=web
NEW QUESTION # 178
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?
- A. No
- B. Yes
Answer: A
NEW QUESTION # 179
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation
NEW QUESTION # 180
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