A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are:
* Live chat must be available through Omnichannel for cases only.
* High-priority cases must automatically be sent to the next available agent.
* Lower-priority cases must wait to be picked up by an agent
* All work must be distributed evenly with no other conditions.
You need to select the setup that meets the requirements. Which setup should you select?
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.
You need to select which setting needs to be configured for each setup.
Which settings should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
A company has satellite offices that service local areas.
Each office must have full control over its own resources.
You need to configure the organizational units to reflect the satellite office structure.
Which entities should you use to relate to the organizational units? To answer, select the appropriate options in the answer area.
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?
