Q1.You built a bot that runs on Dynamics 365 Customer Service using Power Virtual Agents.
This bot must support both voice and chat capabilities.
In addition, the bot is required to meet the following requirements.
◆When a user starts a conversation, the bot must ask whether they need help with installation or support.
◆Users must be able to speak with a live agent if they wish.
You need to configure the bot.
How should you set it up?
Show answer
To correctly identify a user’s needs at the start of a conversation, you need to create a topic and define the conversation flow.
Therefore “Create a topic” corresponds to “Start a conversation”.
On the other hand, the requirement to hand off to a live agent is achieved with the agent transfer feature to Dynamics 365 Customer Service.
Therefore “Use agent transfer” is appropriate for “Connect to a live agent”.
Note that Power Virtual Agents has now been renamed to Microsoft Copilot Studio, but the underlying concept of the features is the same.
Configure hand-off to Dynamics 365 Customer Service – Microsoft Learn
Q2.A customer service manager wants to understand how agents describe and record the reasons customers request support.
At the same time, the manager also wants to achieve topic automation.
You need to configure the environment so that these manager requirements are met.
What should you set up?
Show answer
This question requires a configuration in which agents can understand the reason for a customer’s inquiry and topics can be automated.
The information that concisely represents the content of a case is the case title, and using it for data mapping makes it easier to capture the intent of the inquiry.
Also, a topic is a feature that defines how a conversation proceeds, so it is appropriate as a target for automation.
Therefore, the combination of data mapping using the bot and the case title is correct.
Note that Power Virtual Agents has now been renamed to Microsoft Copilot Studio.
Configure context variables for an AI agent – Microsoft Learn
Create and edit topics – Microsoft Learn
Q3.A company operates a customer service environment and has implemented historical analytics reports.
Multiple users have reported that they cannot open the historical analytics reports.
You need to enable users to view the reports.
Solution: You change the content of the historical analytics reports shown to each user.
Does this solution meet the goal?
Show answer
The main cause of not being able to open historical analytics reports lies in permission or sharing settings.
Because changing the content of the report shown does not resolve the access permission issue, this solution cannot meet the goal.
The correct approach is to review the report sharing to the target users and the assignment of security roles.
In other words, because whether a historical analytics report can be viewed is determined by access permissions, you need to adjust the permission settings rather than the display settings.
Therefore this solution is inappropriate, and the answer is “No”.
Manage customer service historical analytics reports in Customer Service
Q4.You are an administrator of Dynamics 365 for Customer Service.
You need to track elapsed time based on an enhanced service level agreement (SLA).
To do this, you add a timer.
Which three actions should you perform in sequence?
Drag (or tap) the required number of items from the “Options” on the left into the “Answer area” on the right. You can drag within the answer area to reorder them.
- Add a quick create form to the primary entity form
- Create a quick view form for each SLA KPI instance field
- Confirm that SLA is enabled on the entity
- Add the quick view form to the primary entity form
- Create a quick create form for each SLA KPI instance field
- Drag here
Show answer
To display an enhanced SLA timer, the first prerequisite is that the SLA feature is enabled on the target entity.
Next, you create a quick view form corresponding to each SLA KPI instance to prepare the foundation for displaying the timer.
After that, adding the created quick view form to the main form causes the timer to be displayed.
Therefore, the order of “enable -> create form -> place form” is the correct configuration procedure.
Add a timer for an enhanced SLA
Q5.You are an administrator of Dynamics 365 for Customer Service.
Your organization is considering whether to adopt standard service level agreements (SLAs) or enhanced service level agreements (SLAs).
You need to configure the appropriate SLA according to the requirements.
Which type of SLA should be used for each requirement?
Show answer
In Dynamics 365 Customer Service SLAs, applying business hours is supported by both standard SLA and enhanced SLA.
Also, KPI warning times and warning actions can be set in a standard SLA and are not features unique to the enhanced SLA, so both apply here as well.
On the other hand, pausing and resuming an SLA is a feature of the enhanced SLA only.
The key to judgment is that the standard SLA supports basic tracking, while the enhanced SLA supports advanced control such as pausing.
Overview of service level agreements
Q6.You are an administrator of Dynamics 365 for Customer Service.
The customer support staff do not work on the 2021 public holidays.
You need to configure the schedule to match these holidays.
Which actions should you perform?
Show answer
In Dynamics 365 Customer Service, SLA calculations and support hours are managed through the customer support schedule.
To avoid handling holidays, you need to add holidays to the schedule and set them as non-working days.
Also, because a holiday schedule applies only for a specific period, it is important to specify an end date to manage the validity period when configuring it.
This ensures that SLA calculations exclude holidays.
Create and manage a holiday schedule
Q7.A company is newly adopting Dynamics 365 Customer Voice.
When the application was deployed to the production environment at the completion of the project, users became unable to distribute surveys.
You need to assign the appropriate role so that users can distribute surveys.
In doing so, you must follow the principle of least privilege.
Which role should you assign to the users?
Show answer
Dynamics 365 Customer Voice provides dedicated security roles for creating, sending, and managing surveys.
To distribute surveys, you need to assign users the Survey sender role.
Because this role provides only the permissions required for sending and distribution, it is a role that conforms to the principle of least privilege.
The Omnichannel supervisor and Scheduler are management permissions for other features and are not needed for survey distribution.
FAQ about Dynamics 365 Customer Voice
Q8.You need to select the tools to create and configure in order to meet each of the following requirements.
Which tool should be configured for each requirement?
Drag each option to the matching requirement’s drop zone, or tap to place it. Click a filled zone to send it back. (The same option may be used more than once.)
Chart by account
Chart by case type
Show answer
In Dynamics 365 Customer Service, you use dashboards and charts to visualize and analyze status.
To check cases and work status in real time, you use an interactive dashboard.
It allows you to grasp the latest data immediately through streams and filters.
On the other hand, to analyze the number of cases per customer, using a chart by account lets you visualize the case status per customer.
Note that a chart by case type does not apply to these requirements.
Customize interactive dashboards based on the unified interface
Q9.A company uses Dynamics 365 Customer Service in conjunction with IoT devices.
When a user who has permission to use the Customer Service app tried to connect an IoT device, an error was displayed stating that they do not have permission to add this device.
You need to enable the user to add devices.
In doing so, you must apply the principle of least privilege access.
Which two roles should you assign to the user?
Show answer
The correct answer to this question is determined based on the security roles on the Dynamics 365 side.
The official Connected Customer Service documentation states that users who register and connect IoT devices should be granted “IoT administrator” and “IoT endpoint user”.
The IoT administrator handles device registration and management, while the IoT endpoint user provides the permissions required to connect Dynamics 365 with IoT Hub.
IoT Hub Data Contributor and Twin Contributor are Azure-side RBAC roles and are not targets to be assigned directly to in-app users.
Therefore, from the standpoint of least privilege as well, B and C are correct.
Control access to IoT Hub by using Microsoft Entra ID
Security roles for Connected Customer Service
Q10.You are an administrator of Dynamics 365 Customer Service.
You need to add a new status reason to the case entity.
Which two possible ways can you achieve the goal?
Each correct answer presents a complete solution.
Show answer
In Dynamics 365 Customer Service, you manage the progress state of a case with status and status reason.
To add a new status reason, you need to edit the options of the status reason field of the case entity.
This work is done by editing the entity within a solution.
It can be implemented either by modifying an existing solution or by creating a new solution and adding the existing case entity.
Both are achieved by customizing the Choice field in Dataverse.
Add status and status transitions to manage cases