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Use Connected Customer Service with Dynamics 365 Microsoft Quiz Answers
Get Use Connected Customer Service with Dynamics 365 Microsoft Quiz Answers
Use the Connected Customer Service Add-in for Dynamics 365 to integrate IoT devices with Dynamics 365 Customer Service to help service customers.
This learning path helps prepare you for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant.
Prerequisites:
- Basic knowledge of Dynamics 365 Customer Service
Module 1: Get started with Connected Customer Service for Dynamics 365 and Azure IoT
The Connected Customer Service Add-in for Microsoft Dynamics 365 integrates Internet of Things (IoT) devices with Microsoft Dynamics 365 Customer Service to help organizations create a proactive approach to providing service to customers.
Learning objectives:
In this module, you will:
- Learn about the Connected Customer Service Add-in for Microsoft Dynamics 365.
- Choose a deployment type.
- Install the Connected Customer Service Add-in.
- Learn about customer assets and IoT alerts.
Prerequisites:
Basic knowledge of the Dynamics 365 Customer Service application
This module is part of these learning paths:
Quiz 1: Check your knowledge
Q1. You have set up Connected Customer Service. Azure IoT has detected an issue with the telemetry data that has been received from an IoT device. What is created in Dynamics 365 Customer Service as a result?
- IoT alert
- Case
- Customer asset
- Command definition
Q2. You don’t have experience with Azure. Which component should you use to connect IoT devices to Customer Service?
- Azure IoT Hub
- Azure Logic Apps
- Azure IoT Central
- Azure Stream Analytics
Q3. You decide to use Connected Customer Service for IoT Central. What item should you create first?
- Power Automate cloud flow
- Command definition
- Customer asset
- IoT Central app
Module 2: Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Connected Customer Service integrates IoT devices with Dynamics 365 Customer Service to help organizations create an approach to providing service to customers. Additionally, it enables the registration, monitoring, and management of IoT devices into your organization’s business processes.
Learning objectives:
In this module, you will:
- Learn how to register IoT devices.
- Discover how to create IoT alerts and convert alerts to cases.
- Learn about the required security roles for Connected Customer Service.
- Discover how to manage interactions with IoT devices.
- Learn about sending commands to IoT devices.
Prerequisites:
Basic knowledge of the Dynamics 365 Customer Service application
This module is part of these learning paths:
Quiz 1: Check your knowledge
Q1. Which one of the following items can you use to streamline the process of interacting with IoT devices by defining the properties that will be interacted with and will be prepopulated with data?
- Command definition
- Device category
- IoT alert
- IoT provider
Q2. You have a device that has triggered an alert. You want to remotely reset the device from Dynamics 365. What should you create?
- Command definition
- Property definition
- Customer asset
- Command
Q3. You have deployed Connected Customer Service with Azure IoT Central. IoT alerts contain multiple telemetry values. You need to extract this information from alert data to automate business processes. What should you use?
- Compose action
- Parse JSON action
- Business process flow
- Get device properties action
Conclusion:
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