Extend Customer Service

You are tasked with providing agents with a real-time view of customer sentiment during a chat session. Which feature should you implement?

You are using the Customer Service workspace and need to create a custom channel integration. Which technology allows you to pass data from an external chat widget to Omnichannel for Customer Service and create a session?

Which type of web resource should you use to display a custom interface that requires heavy interaction with the current session's data?

You are migrating a legacy chat configuration to Unified Routing. Which component must you recreate to ensure chat conversations are routed correctly?

You are a functional consultant configuring a custom channel for a company's Customer Service environment. The company wants to embed a chat widget on their public website so that visitors can initiate conversations that flow into Omnichannel for Customer Service. You have already created the chat widget in the Omnichannel Administration app and obtained the embed code. What must you do next to ensure the widget appears and functions correctly on the website?

You are building a custom Power Virtual Agents bot for Customer Service. You need to trigger a Power Automate flow that updates a case record based on user input. Which two actions must you perform to enable the bot to call the flow? (Choose two.)

You are building a custom view for the agent dashboard. You need to ensure the view displays only cases assigned to the current user's team. Which filter criteria should you use?

A Dynamics 365 Customer Service organization uses Unified Routing. A developer needs to extend routing by calling an external AI service to determine the priority of incoming cases before they are routed to queues. The solution must minimize custom code and be maintainable within the Power Platform. What should the consultant implement?

You are configuring a custom messaging channel in Omnichannel for Customer Service. The channel must display a pre-chat survey that collects the customer's email address and product interest before the conversation starts. Which component should you configure to achieve this?

You are extending a Dynamics 365 Customer Service environment by creating a custom channel integration using the Direct Line Bot Framework. You need to ensure that when a customer sends a message, the bot can retrieve the customer's case history from Dynamics 365 and include it in the response. Which component must you configure to allow the bot to access Dynamics 365 data securely?

You are a Dynamics 365 Customer Service functional consultant for Contoso, which uses Omnichannel for Customer Service. Contoso wants to display a custom control on the Case form that shows a customer's recent order history from an external system. The control must update automatically when the case's customer field changes, without requiring a full form reload. Which approach should you use?

You are configuring Omnichannel for Customer Service for a company that wants to automatically route chat conversations to agents based on the customer's product interest. The product interest is captured by a pre-chat survey question. Which component should you use to route the conversation to the appropriate queue?

Which component allows you to extend the Customer Service workspace by adding a custom dashboard that updates in real-time for supervisors?

You are a functional consultant for a company using Dynamics 365 Customer Service. The support team wants a custom action on the Case form that, when clicked, creates a follow-up Phone Call activity and links it to the case, while pre-populating the subject with the case title. The action must be available to agents without leaving the case record. Which approach should you recommend?

You are configuring Omnichannel for Customer Service. The contact center manager wants to ensure that when a customer starts a chat, the system automatically identifies the customer by their phone number or email address, and if the customer is not found, creates a new contact record. Which feature should you configure to achieve this?

You are a functional consultant for a customer service team using Dynamics 365 Customer Service. The team wants to allow agents to quickly view a customer's recent orders from an external ERP system directly within the Customer Service workspace. The external system exposes an OData endpoint. You need to implement this with minimal custom development. What should you do?

You are configuring a custom channel in Omnichannel for Customer Service. The channel must route incoming conversations to specific queues based on the customer's preferred language. You have created a workstream and added a routing rule set. Which component must you configure to ensure that the language attribute from the incoming message is used for routing?

You are extending a Dynamics 365 Customer Service environment. A custom entity 'Equipment' must be searchable from the Customer Service Hub global search and from the interactive experience timeline's search box. You have enabled the entity for search and added it to the searchable entities list. However, agents report that records are not appearing. Which configuration must you verify to ensure the custom entity is indexed for search?

A customer service manager wants to add a button to the Case form that opens a custom dialog to collect additional information from agents. The button should only be visible when the case status is 'Active'. Which customization should the consultant use?

You need to add a custom button to the command bar in the Customer Service workspace. Which tool should you use?

You are configuring a custom channel in Omnichannel for Customer Service. The channel must route incoming conversations to a specific queue based on the customer's language, which is passed as context from the chat widget. You have already created the workstream and queue. What should you do next to ensure language-based routing?

You are a functional consultant for a company using Dynamics 365 Customer Service. The company wants to create a custom entity to track customer feedback and associate it with cases. They need to ensure that the feedback entity can be used in the Customer Service Hub and that users can create feedback records directly from a case. What should you do first?

Refer to the exhibit. You are reviewing the configuration of an automated case resolution follow-up. What is the impact of this configuration?

Refer to the exhibit. You are configuring a routing rule. Based on the provided JSON policy, what will occur when a case with 'customer_segment' set to 'premium' is created?

You are implementing a custom action in a Power Automate flow that is triggered from a Customer Service case. The action must update a field on the case record and then post a message to the associated Teams channel. Which step should you include in the flow to update the case record?

When creating a custom control for the Customer Service workspace, which framework should you use to ensure compliance with Microsoft's supportability standards?

You are extending a Customer Service workspace by adding a custom session template. The template must open a specific model-driven app page alongside a customer summary and a timeline. Which component should you configure to define the tabs and their order in the session?

Which component allows you to define the maximum number of concurrent chats an agent can handle in the Omnichannel environment?

A customer service manager wants to ensure that when a case is resolved, a survey is automatically sent to the customer. The survey must be sent using Dynamics 365 Customer Voice. What should you configure?

You are configuring a custom channel in Omnichannel for Customer Service. The channel must route incoming conversations to a specific queue based on the customer's preferred language, which is stored in a custom field on the Contact entity. You need to ensure the routing rule evaluates this field. What should you do first?

You are extending Dynamics 365 Customer Service by creating a custom JavaScript function that runs on the Case form's OnSave event. The function must call an external REST API to validate the customer's credit status and, if validation fails, prevent the save and display an error message. Which approach should you use to prevent the save?

A Customer Service agent reports that they cannot see the 'Knowledge Base Search' control on their case form. What is the most likely cause?

A customer service manager wants to enable agents to quickly view a customer's recent orders from an external system while working on a case in Dynamics 365 Customer Service. The external system provides a REST API that returns order data in JSON format. The manager wants the order data to appear in a section on the Case form without navigating away. What should you implement?

Refer to the exhibit. You are reviewing the JSON configuration for a routing rule. Based on the provided exhibit, what will happen when a case with 'High' priority arrives?

You are setting up a Knowledge Base article template. Which TWO features must you configure to ensure articles are professional and searchable?

You are extending a Customer Service environment by creating a custom action that will be triggered from a case record. The action must call an external REST API, pass the case ID, and update the case with the response. You have written a plug-in that implements the logic. Where should you register the plug-in step to ensure it executes when the custom action is invoked?

You are a functional consultant configuring a custom channel in Omnichannel for Customer Service. The channel must display a pre-chat survey that collects the customer's issue category and then, based on the selected category, dynamically show additional questions. Which feature should you use to implement this dynamic behavior in the pre-chat survey?

You are implementing a custom action in Dynamics 365 Customer Service that must be triggered when a case is escalated. The action must update the case record and also create a task for the escalation team. The action should be reusable across multiple entities. What should you create?

You are a functional consultant for a company using Dynamics 365 Customer Service. The customer service manager wants to provide agents with a custom button on the Case form that, when clicked, opens a specific knowledge article in a new browser tab. The button should be visible only when the case status is 'Active'. Which method should you use to implement this requirement?

You are a functional consultant for a company using Dynamics 365 Customer Service. The company wants to embed a custom canvas app inside the Case form to display real-time customer data from an external system. The canvas app must receive the case ID as a parameter and pass it to the external system. Which method should you use to pass the case ID to the canvas app?

You are extending Dynamics 365 Customer Service by creating a custom entity to track equipment repairs. You need to ensure that when a repair record is created, the associated case is automatically updated with the repair status. The update must happen in real-time and be visible immediately on the case form. What should you implement?

A Customer Service manager wants a custom button on the Case form that, when clicked, calls an external REST API to retrieve a customer's outstanding balance and displays it in a notification. The button must be available in both the web app and the Customer Service workspace, and no full-page reload should occur. The organization uses the Unified Interface only. Which approach should you recommend?

A Customer Service manager requires a custom report that aggregates data from external sources and displays it within the Case form. Which integration pattern should you use to ensure real-time data visibility?

Refer to the exhibit. You are troubleshooting a routing issue in Unified Routing. Conversations from French-speaking customers are not reaching the French_Support_Queue. Given the JSON configuration, what is the most likely cause for this failure?

Refer to the exhibit. You are implementing a custom plugin to handle case routing. Which method should you use to register this logic within the Dynamics 365 environment?

A customer service manager wants to allow agents to create a follow-up task directly from a case record without leaving the case form. The task should be linked to the case and assigned to the same agent. Which out-of-the-box feature should you configure?

You are using the Customer Service workspace and need to create a custom channel integration. Which technology allows you to pass data from a custom channel provider to the Dynamics 365 agent interface?

You are customizing the agent dashboard. What is the best way to add a dynamic filter that allows agents to filter their active cases by 'High' priority?

You are extending the Customer Service workspace by creating a custom session template. You need to ensure that the template includes a productivity tool that displays customer information from an external system and allows agents to interact with it. Which two actions must you perform? (Choose two.)

You are extending Dynamics 365 Customer Service by building a custom Power Apps component framework (PCF) control that will be used on the Account form to display a customer's recent cases. The control must fetch data from the Case entity using the Web API and display it in a grid. You need to ensure the control can retrieve the data and handle pagination. Which method should you use to fetch the data?

You are a functional consultant for a company using Dynamics 365 Customer Service. The service team needs a custom control on the Case form that displays a list of similar resolved cases, allowing agents to quickly reference past resolutions. The control must be reusable across multiple entities and support configuration without writing code. Which type of Power Apps component framework (PCF) control should you create?

What is the primary benefit of using macros in the Customer Service workspace?

Which tool should you use to check for potential performance issues in your custom Customer Service plugins?

You are configuring a custom messaging channel in Omnichannel for Customer Service. The channel will use a third-party provider that sends messages via a REST API. You need to ensure that incoming messages are routed to the correct queue based on the customer's product interest, which is included in the message payload. What should you configure to extract the product interest and use it for routing?