A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights
dashboard.
You need to advise the customer on how to display the data.
What should the customer use?
D
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/use-external-data-sources
HOTSPOT
You are a Dynamics 365 administrator.
You need to determine which type of dashboard needs to be created for different scenarios.
Which dashboard type should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
You are implementing Dynamics 365 Customer Service Insights.
The product manager would like to see product sales trends by age group. The groupings are as follows:
Ages 18 and younger
Ages 19-25
Ages 26-40
Ages 41-55
Ages 56 and older
You need to configure the system.
What should you define?
B
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures
DRAG DROP
You need to build a personal dashboard that displays the following charts and views:
Charts:
Number of cases by owner and priority Products with most cases opened
Views:
Display the number of cases opened in a seven-day period
Display the number of escalated cases
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:
Explanation:
Reference: https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
You are a Dynamics 365 Customer Service administrator.
You are configuring a case dashboard.
You need to filter the dashboard to show only escalated cases and cases that are marked as Request.
Which filter should you use?
C
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
HOTSPOT
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpisummary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-caseresolutions
HOTSPOT
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
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.
Hot Area:
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
None
DRAG DROP
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:
HOTSPOT
You are creating a bar chart that displays the 10 help desk representatives who are resolving the most cases.
You need to ensure that all team members can view the chart. You do not have share privileges.
How should you configure the chart? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/customize-
dev/understand-charts-underlying-data-chart-representation?view=op-9-1
You are an Omnichannel supervisor at a company. You install a dashboard in Power BI.
You need to ensure that managers are able to access the intraday insights dashboard.
What should you do?
D
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor
You are implementing Omnichannel for Customer Service for a company.
The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes
in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the
team.
You need to configure the system.
Which two components should you configure? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca
HOTSPOT
You are implementing Omnichannel for Customer Service for a call center.
The call center manager needs to be able to track agents performance.
You need to configure the intraday insights dashboard to meet the requirement.
Which configurations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor
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.
C D
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/queues-omnichannel
HOTSPOT
You are an Omnichannel supervisor for an inbound call center.
The call center's customer service rating has decreased over the past few months.
You need to enable analysis to view real-time customer sentiment.
In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer
area.
NOTE: Each correct selection is worth one point.
Hot Area: