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Microsoft

MB-230 · Question #337

A company has used Dynamics 365 Customer Service with Omni channel for more than a year. The company has experienced several product recalls over the last three months. Customer agents must follow…

The correct answer is A. Enable the productivity panel. D. Create an agent script. https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/agent- scripts?tabs=customerserviceadmincenter

Configure representative experience and routing

Question

A company has used Dynamics 365 Customer Service with Omni channel for more than a year. The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts, and phone conversations. You need to configure the system. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Options

  • AEnable the productivity panel.
  • BInstall the Productivity Tools app from App Source.
  • CCreate a macro.
  • DCreate an agent script.

How the community answered

(35 responses)
  • A
    71% (25)
  • B
    20% (7)
  • C
    9% (3)

Explanation

https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/agent- scripts?tabs=customerserviceadmincenter

Topics

#agent scripts#productivity panel#standardized responses#productivity tools

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