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Extend Dynamics 365 Customer Service Microsoft Quiz Answers
Get Extend Dynamics 365 Customer Service Microsoft Quiz Answers
Do you want additional functionality for Dynamics 365 Customer Service? This path discusses using the Power Platform to extend the Customer Service app.
This learning path helps prepare you for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant.
Prerequisites:
- Basic knowledge of the Dynamics 365 Customer Service app and Power Platform functionality.
Module 1: Create custom apps for Dynamics 365 Customer Service
Learn how to use Microsoft Power Platform to create custom apps for Microsoft Dynamics 365 Customer Service.
Learning objectives:
In this module, you will:
- Learn how you can use Microsoft Power Platform to customize Dynamics 365 Customer Service.
- Learn how to create apps from Microsoft Power Apps for Customer Service.
- Learn how to deploy a self-service portal for Customer Service.
- Discover how to customize case management.
Prerequisites:
Knowledge of Dynamics 365 Customer Service
This module is part of these learning paths:
Quiz 1: Check your knowledge
Q1. Which of the following descriptions best define a Microsoft Power Platform connector?
- Connectors are cloud-based services for connecting Power Apps with Power Automate.
- Connectors connect your data source to your app, workflow, or dashboard.
- Connectors enable a developer’s access to Microsoft Power Platform from their development environments.
Q2. Which one of the following selections is a valid target audience for Power Apps portals?
- Family members
- Employees
- Competitors
Q3. You want to display data from another system on the Case form in Dynamics 365 Customer Service Hub. What should you use?
- Model-driven app
- Portal app
- Power Automate flow
- Canvas app
Module 2: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Learn how to integrate a Power Virtual Agents bot with Omnichannel for Microsoft Dynamics 365 Customer Service.
Learning objectives:
In this module, you will:
- Create an Azure Active Directory application.
- Configure the Power Virtual Agents bot.
- Configure Omnichannel for Customer Service.
Prerequisites:
Basic understanding of bots and Dynamics 365 Customer Service
This module is part of these learning paths:
- Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
- Extend Dynamics 365 Customer Service
Quiz 1: Check your knowledge
Q1. Which conversation node would you add to a bot to help initiate a transfer to a live agent?
- Call an action
- End the conversation
- Ask a question
- Go to topic
Q2. What do you need to set up in Omnichannel for Customer Service to ensure that conversations will be sent to a bot user before being routed to live agents?
- Conversations will be automatically sent to the bot user with no additional configuration.
- Mark the bot user as the default location to send conversations.
- Add the bot user to any queue that it should handle conversations for.
- Select the Power Virtual Agents bots that should be directed to the bot user.
Conclusion:
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