PL-600 · Question #24
You are designing a self-service portal for a company. The portal must meet the following requirements: - Customers must be able to submit and review cases. - Customers must be able to chat with…
The correct answer is B. Dynamics 365 Customer Service C. Omnichannel for Customer Service E. Customer self-service portal. Three solutions address all portal requirements without custom development: (E) Customer self-service portal - allows customers to submit and review their own cases out of the box; (B) Dynamics 365 Customer Service - provides service representatives with case management…
Question
Options
- ADynamics 365 Field Service
- BDynamics 365 Customer Service
- COmnichannel for Customer Service
- DCustomer Insights
- ECustomer self-service portal
How the community answered
(56 responses)- A14% (8)
- B79% (44)
- D7% (4)
Explanation
Three solutions address all portal requirements without custom development: (E) Customer self-service portal - allows customers to submit and review their own cases out of the box; (B) Dynamics 365 Customer Service - provides service representatives with case management, queues, and knowledge article integration to resolve customer concerns; (C) Omnichannel for Customer Service - adds near real-time chat capability between customers and service representatives. Dynamics 365 Field Service (A) is for managing on-site technician dispatch, not customer service portals. Customer Insights (D) is a data and analytics platform for customer profiles, not a case or chat management tool.
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