You need to create the queue for cases.
What type of queue should you create?
Case Study Title (Case Study):Case study
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Overview
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30
cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company's needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
Support desk
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
1.
New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
2.
The system must automatically create a case when email is received by companies that are not in the system.
3.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
4.
Users must be able to initiate routing for manually created cases.
5.
The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
6.
Main cases must not be closed until all the sub-cases are closed.
7.
Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
8.
When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
1.
Users must be able to search the knowledge base when opening a new case form or when checking on cases.
2.
Users must be able to use relevant searches and include any customer entities.
Dashboards
1.
Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
2.
Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
3.
Managers need a dashboard that displays weekly statistics for cases and representatives.
4.
Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.
Service-level agreements
1.
Most customers must be contacted within 90 minutes of their case being opened.
2.
Some customers can purchase faster service on call backs.
3.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
4.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
5.
SLA KPIs must be tracked in the system.
6.
SLA KPIs must appear on the case form.
7.
Cases must be able to be placed on hold if issues arise with related contracts.
Issues
Users report they are not able to search the Knowledge Base.
A. Teams
B. Public
C. Product
D. Private
E. Service
You have been tasked with forwarding surveys to clients that opened cases in the last 30 days.
You want to make sure that clients without a Dynamics 365 license still receives a summary of the survey results.
Which two of the following are file formats that the summary can be sent in?
A. .xlsx
B. .exe
C. .pdf
D. .txt
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. Configure the mailbox for the queue
B. Set the record creation and update rules for the queue
C. Set the queue priority for the queue
D. Enable the queue for auto work distribution
You are using Dynamics 365 Customer Service.
You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
What should you do?
A. Configure entitlement channels.
B. Create an entity for each channel and configure the relationship with the entitlement.
C. Create queues for each channel.
D. Configure routing rules.
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
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.
Select and Place:
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue 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.
Select and Place:
DRAG DROP
You are an Omnichannel supervisor for a company.
The company wants to deploy an Omnichannel Insights dashboard.
You need to set up and monitor KPIs.
In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of 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.
Select and Place:
DRAG DROP
You are implementing a new channel within Omnichannel.
You need to enable an SMS channel.
On which entity should you configure each task? To answer, drag the appropriate entities to the correct tasks. Each entity 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.
Select and Place:
DRAG DROP
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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.
Select and Place:
DRAG DROP
You need to ensure that customers cannot open more cases than they are allowed.
Which four 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.
Select and Place:
