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PHILIPPINES Microsoft Dynamics 365 (CRM) Fundamentals > Microsoft D365 Customer Service > Flashcards

Microsoft D365 Customer Service Flashcards

1
Q

_________________ helps you better serve your customers by equipping you with what you need to be successful. It provides tools to help manage caseloads, generate service-related activities, and find the best resolution to a customer’s problem. It provides traditional case management functionality, or when paired with other Dynamics 365 Service applications, it provides a foundation to build a complete omnichannel solution for your customers.

A

Dynamics 365 Customer Service

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2
Q

Features of Case Lifecycle Management that you can use to manage and resolve the case records assigned to you.

A
  1. Session Management
    - Session tabs allow agents to work with multiple customers simultaneously. This allows them to increase their efficiency and switch between sessions as they’re working with customers without losing conversation context or customer details.
  2. Timeline
    - Displays related case activities. Time spent on case related activities is recorded to determine how much time to bill back to the customer.

For example, if an agent placed three phone calls to a customer with each of the phone calls lasting 15 minutes, they might bill back a total of 45 minutes to the customer.

  1. Related
    - provide quick access to search the knowledge base directly from the case record.
  2. Business Process Flows
    - by using automated business processes, you can define guided process flows to assist agents in resolving issues. By using features such as branching, your business process stages can dynamically change as data in the case changes. This ensures that agents are applying the most appropriate business process based on the specific case they’re engaging with.
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3
Q

Historically, the most common way to submit request is through a ___________

A

Phone Call

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4
Q

What are the two ways to create cases in Dynamics 365 Customer Service

A
  1. Manually
    - support agents can create cases manually as they take incoming calls from customers

In many instances, cases might also be manually created directly from a customer record such as accounts and contacts.

  1. Automatically
    - record creation rules can be defined that create new case records automatically from different types of records in the application.

For example, when a new email is received, a rule will automatically create a case record and populate the details of the case based on who sent the email.

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5
Q

Dynamics 365 Customer Service uses _______ to route cases. A _______ is a holding container for cases

A

Queue

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6
Q

This is the fundamental record type in service management and represent a single incident of any requested service.

A

Cases

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7
Q

Interactions between a business and its customers that are considered important enough to track in Customer Service.

A

Activities

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8
Q

This is used to specify how much support services a customer is entitled to

A

Entitlement

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9
Q

This is used to specify the type of service a customer is entitled to.

A

Entitlement channels

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10
Q

This is a repository of informational articles that help customer service representatives resolve cases.

A

Knowledge Base articles

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11
Q

This is a key element in Dynamics 365 Customer Service that makes it easy for agents to locate and work with service-related data.

They provide quick access to the cases the agent is working on and access to cases that are available to work on.

A

Dashboards

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12
Q

Key pieces of information agents can work in a case.

A
  1. Timeline
  2. Related
  3. Entitlement
  4. Smart Assist
  5. Agent Scripts
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13
Q

This displays related case activities.

Depending on an organization’s service model, many organizations track the total time that agents spend on activities associated with a case to determine how much time to bill back to the customer

a. Timeline
b. Related
c. Entitlement
d. Smart assist
e. Agent Scripts

A

a. Timeline

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14
Q

This section displays related information that might be either related to the case (knowledge article) or related to the customer that the case is associated with (related support contracts/related cases)

Each related item type has a corresponding icon displayed in the related panel that makes it easier to switch between the related items.

a. Timeline
b. Related
c. Entitlement
d. Smart assist
e. Agents Script

A

b. Related

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15
Q

This defined the support contract that this case should be associated with

a. Timeline
b. Related
c. Entitlement
d. Smart assist
e. Agent Scripts

A

c. Entitlement

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16
Q

This aids agents using AI recommended actions such as making knowledge article or similar cases suggestions.

a. Timeline
b. Related
c. Entitlement
d. Smart assist
e. Agents Scripts

A

d. Smart assist

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17
Q

This help guide agents through the case resolution process using a script that helps them identify what to say, and help automate actions such as creating activities or other related records.

a. Timeline
b. Related
c. Entitlement
d. Smart assist
e. Agents Scripts

A

e. Agents Scripts

18
Q

Dynamics 365 Customer Service includes the Phone to Case business process flow that includes three stages. Enumerate these three stages.

A
  1. Identify Stage
  2. Research
  3. Resolve
19
Q

In this stage, the agent identifies the issue and enters relevant information.

a. Identify Stage
b. Research Stage
c. Resolve Stage

A

a. Identify Stage

20
Q

In this stage, the agent researches and attempt to find a resolution.

a. Identify Stage
b. Research Stage
c. Resolve Stage

A

b. Research Stage

21
Q

In this stage, the agent closes the case as resolved

a. Identify Stage
b. Research Stage
c. Resolve Stage

A

c. Resolve Stage

22
Q

A __________ typically entitles a customer to a specified amount of support over a specified period.

A

Support agreement

23
Q

Dynamics 365 Customer Service helps organizations manage, track, and enforce promises by providing two mechanisms for managing the level of service that a customer is entitled to.

A
  1. Service Level Agreements

2. Entitlements

24
Q

This tracks and defines what should happen when a case is opened, such as initial response time by a support engineer, or how long it took to resolve the case.

A

Service Level Agreement (SLA)

25
Q

Agreements that define the level and type of support to which a customer is entitled.

A

Entitlements

26
Q

Dynamics 365 ___________ allow you to track common KPIs such as First Response and Resolution Time for every case that is submitted.

A

Service Level Agreement (SLA)

27
Q

_________ define specific support detail that were promised to a customer.

It include specified coverage dates and specified number of cases, or length of time.

A

Entitlements

28
Q

While working on a case, you added a phone call activity to log a call you placed to the customer. What will the phone call activity be displayed on the case record?

a. Business Process Flow
b. Record Timeline
c. Related Panel

A

b. Record Timeline

Timeline in Dynamics 365 is available for most records including cases. It displays all activities, notes, and posts for a record based on the date they were added.

29
Q

Which field is searched by default to provide Knowledge Article suggestions?

a. Description
b. Category
c. Case Title

A

c. Case Title

The knowledge search control on the case entity can be customized to control items like how many results are returned, and the specific field on the case record whose contents will be populated as search text to the control. Only one field can be defined for the control and out of the box it’s the case title field.

Out of the box, the knowledge search uses the Case Title field to suggest knowledge articles.

30
Q

Dynamics 365 Customer Service’s knowledge management capabilities help both customer and employees by providing which of the following?

a. Create and design rich knowledge
b. Scheduled publishing of articles
c. Agents can create and then immediately publish articles

A

a. Create and design rich knowledge

Subject matter experts can easily create rich knowledge content that can be made available to users.

Articles can be published without being scheduled.

Articles must go through a review and approval process.

31
Q

This is the process of creating, managing, using, and sharing organizational knowledge and information.

The goal of this is to make the best use of the information to ensure that it’s easy to consume.

A

Knowledge Management (KM)

32
Q

With ________________ capabilities, organizations can provide this information to both their employees and customers by creating and managing knowledge articles that provide the information individuals are looking for.
Knowledge articles help address any number of issues customers and employees encounter while using your organization’s product or services. This might include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), or product briefs.

A

Dynamics 365’s knowledge management

33
Q

Enumerate the capabilities of Dynamics 365 Knowledge Management.

A
  1. Create and design Knowledge Articles: Create rich well-formatted knowledge articles and emails to send to customers that can include embedded videos, images, links and more. For example, an article can include a link to a YouTube video that visually walks through the process defined in the article content.
  2. Manage article lifecycle: Out-of-the-box business process flows help to ensure that all knowledge content is current and meets necessary standards.
  3. Manage article version history: As articles are updated, you can manage updates and work with previous versions without disrupting the live or published articles.
  4. Translate articles: Provide multiple language translation versions of an article. For example, agents can send articles to customers in their preferred language if it’s available.
  5. Publish articles: Publish articles as soon as they’re approved or schedule them to be published later. You can also set expiration dates on articles.
  6. Track and analyze article statistics: Keep track of how many times an article is used, viewed, and sent to customers.
34
Q

With __________________, your agents can interact with customers through different channels to enhance the support experience that their customers receive. As your agents engage with customers, they can apply contextual insights into not only the conversation, but also the customer that they’re engaging with.

A

Omnichannel for Customer Service

35
Q

What are the channels available for the D365 Omnichannel solution that agents can use to communicate with customers?

A
  1. Chat - connect with customers in real-time
  2. SMS - connect to customers by using text messages.
  3. Entity Channels - create sessions based on Dynamics 365 entities
  4. Social Media - connect with customers through popular social channels such as Facebook, Messenger, WhatsApp, LINE, and more.
36
Q

___________________ extends the core customer service functionality available in Dynamics 365 Customer Service. It provides a modern, customizable, high-productivity application that allows agents to engage with customers across different channels.

A

Dynamics 365 Omnichannel for Customer Service

37
Q

Enumerate the Capabilities provided by D365 Omnichannel for Customer Service (Read only)

A
  1. Real-Time notifications: As conversations come in, available and qualified agents will receive real-time notification messages about incoming communication from customers. The notifications include the ability to accept the conversation, which will open a new session automatically.
  2. Session management: Session tabs allow agents to work with multiple customers simultaneously. This allows them to increase their efficiency and switch between sessions as they’re working with customers without losing conversation context or customer details.
  3. Customer interaction: Through the included conversation panel, agents can easily interact with customers across different channels. As agents work with customers, the sentiment of the conversation is monitored in real time based on what the customer is typing. In addition, agents can use the knowledge base, collaborate with colleagues, and more.
  4. Customer Context: Agents can work with a single contextual view of the customer who based on the conversation called the Customer Summery. The Customer Summary screen provides details including:
    - Customer: Provides quick details related to the customer engaged with.
    - Case: Links the conversation to a new or existing case record for the customer.
    - Recent cases: Provides easy access to recent cases submitted by the customer.
    - Timeline: Let’s agents quickly access activities associated with the case and customer attached to conversation.
    - Conversation summary: Provides the agent with more contextual details related to the conversation. This can include details such as answers to pre-chat survey questions, browser details, what they did before initiating the chat, and context details that can be easily passed to the session.
  5. Multiple applications: Applications tab provides agents access to relevant supporting applications in the context of the session you’re working in. These applications remain as the agent navigates to other sessions, so they’re still available when they navigate back.
  6. Quick access to familiar Dynamics 365 tools: Because it’s built on Dataverse, agents can use existing functionality they’re familiar with such as record searching, quick record creation, and agent presence information.
  7. Proactive Chat: Lets you engage customers automatically by inviting them chat conversations based on rules you configure for factors such as end-user data, time spent on web page, and more.
  8. Power Virtual Agent Integration: Customers can be routed to custom bots or bots created with Power Virtual Agent to assist with triaging or handling of specific types of customer inquiries. Virtual Agents can automatically hand off conversations to agents as needed. When the conversation is routed, all previous communication with the bot is included.

Additionally, bots can be used in the user interface to provide context-based recommendations to assist agents in resolving issues faster.

  1. Skills-based Routing: Skill-based routing enables conversations to be routed to agents based on their skills and proficiencies. This improves the efficiency of automatic work distribution by looking for an agent with the right skills who can handle a conversation and resolve a customer issue most effectively.
  2. Agent Scripts: You can configure scripts that will provide step-by-step guidance to agents. These steps can be configured and automated based on session types (such as chat or phone calls) to ensure adherence to the appropriate processes.
  3. Dynamics 365 Omnichannel Voice: Agents working in Omnichannel for Customer Service can make and receive public switched telephone network (PSTN) calls through a native calling experience in Dynamics 365. In addition to calling capabilities, it also includes real-time Artificial Intelligence (AI) powered features such as live call transcription, sentiment analysis, and AI-based suggestions that help to boost agent productivity.
38
Q

What is the content of Customer service historical analytics reports

A
  1. Summary: Provides a broad overview of the customer service experience in your organization. AI technology shows you topics that are generating the highest volume and emerging topics with the highest rate of change in volume.
  2. Agent: The Agent dashboard shows charts and KPIs for individual agents and overall agent performance.
  3. Case Topics: The Case Topics dashboard shows a detailed breakdown of cases and their assigned topics.
39
Q

What is the content of Omnichannel historical Analytics reports:

A
  1. Conversation: The Conversation dashboard gives you a broad overview of the assisted support customer service experience in your organization.
  2. Queue: The Queue dashboard gives you a broad overview of the customer service experience in your organization by providing insights into how specific queues are operating.
  3. Agent: The Agent dashboard shows charts and KPIs that you can use to guide agents and understand overall agent performance.
  4. Bot: The Bot dashboard shows charts and KPIs that you can use to understand how bots are playing a role in a support organization.
  5. Conversation Topics: The Topics dashboard shows a detailed breakdown of conversations and their assigned topics.
40
Q

Which of the following best describes Omnichannel engagement?

a. A specialized channel for unique communications
b. Meeting your customer on the engagement channel of their choice
c. A channel on Microsoft Stream

A

b. Meeting your customer on the engagement channel of their choice

Omnichannel allows customers to communicate on the channel of their choice.

41
Q

Your organization recently started using Insights dashboard to help gain a deeper understanding of critical performance metrics. These metrics are grouped together. Which term applies to the grouping?

a. Groups
b. Case hierarchies
c. Topics

A

c. Topics

Customer Service Insights includes natural language understanding models that understand text semantics and intent from your cases. It uses this to group related support cases as topics.

Artificial intelligence groups defective product cases into what are referred to as topics.

42
Q

An agent is currently working in their home session with no other sessions open. They would like to be able to search through their organization’s available account list. How would they do that in the application?

a. From the Application bar
b. From the Quick Create button
c. From the Customer Summary

A

a. From the Application Bar

Within Omnichannel for Customer Service, the application bar is used to let agents access other applications from within a session. By default, the application bar is configured with Dynamics 365 entity information, but it can also be configured to launch other line-of-business applications.

PHILIPPINES Microsoft Dynamics 365 (CRM) Fundamentals (8 decks)

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