You are an administrator for a company that uses Customer Service workspace. A user working on a case requires help from a subject matter expert (SME). The user grants the SME write access to the case

Question

Options

• AEnable Join chat for the case record.
• BDisable Join chat for the case record.
• CEnable the chat channel in the Customer Service admin center.
• DEnable Connected chats for the contact record.
• EEnable Connected chats for the case record.

• B
  5% (1)
• C
  86% (19)
• D
  9% (2)

Explanation

Configure Microsoft Teams chat in Customer Service Configure the ability to connect chats to Dynamics 365 records After you enable Teams chats, you can connect the chats to different record types. Standard record types, including case, account, contacts, knowledge article, and email, are available out- of-the-box, or you can add your desired record type. 1. In the site map of the admin app, in Support experience, select Collaboration. 2. In Embedded chat using Teams, select Manage. 3. Under Connect chats to Dynamics 365 records, select the record type you want to configure. If you want to add a record type, go to Add record types Configure Microsoft Teams chat in Customer Service You can configure the ability for customer service representatives (service representatives or representatives) to chat in Microsoft Teams from within Customer Service Hub, Copilot Service workspace, and your custom apps. Enable or disable Teams chat If you’re using the Copilot Service workspace or Customer Service Hub apps, Teams chat is automatically enabled. If you want to use Teams chat in other customer engagement apps, you must manually enable it. Teams chat also requires certain permissions to access Teams data. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-teams-chat

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