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Exam MB-901 topic 1 question 48 discussion

Actual exam question from Microsoft's MB-901

Question #: 48
Topic #: 1

DRAG DROP -
A company is implementing Dynamics 365 Customer Service.
You need to recommend features that will meet the requirements.
Which features should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:

Show Suggested Answer

Suggested Answer:

by bertieblue at Nov. 10, 2020, 5 p.m.

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bertieblue

Highly Voted 4 years, 6 months ago

"Customers must be able to create cases using online chat" - This should be omnichannel not plugin

upvoted 35 times

Markie

4 years, 3 months ago

Agree: https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-create-record

upvoted 1 times

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Zakriya

4 years, 2 months ago

Is Omnichannel.

upvoted 1 times

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DarioReymago

4 years, 6 months ago

is omnichannel: "...Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective..."

upvoted 8 times

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Haidardba

Highly Voted 4 years, 6 months ago

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS. https://docs.microsoft.com/en-us/dynamics365/omnichannel/introduction-omnichannel

upvoted 5 times

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Zilpit

Most Recent 4 years ago

To its Omnichannel Omnichannel OOTB Dashboards I understand they ask about FEATURES. IMHO neither plug-in nor routing-rules are features. However - Omnichannel has an own page in the learning path. Never read anything about plug-ins and routing rules. Just my gut-feeling.... https://docs.microsoft.com/en-us/learn/modules/introduction-dynamics-365-customer-service/6-omnichannel-customer-service

upvoted 1 times

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Markie

4 years, 3 months ago

First question: Customers must be able to create cases using online chat - Answer should be Omnichannel: https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-create-record

upvoted 1 times

nhacoma95

4 years, 2 months ago

in the article, I believe agent is the one who create case, not customer, isn't it?

upvoted 1 times

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jr

4 years, 3 months ago

Based on this feature inside Omnichannel, I think the correct answer por A is Omnichannel: Power Virtual Agent integration: You can route customers to bots automatically, which can help you triage and handle specific types of customer inquiries. Through triggers, virtual agents will know when to redirect conversations to live agents automatically. When agents receive a conversation from a virtual agent, Dynamics 365 Customer Service includes all earlier communication with the bot. Additionally, you can take advantage of bots in the user interface to give context-based recommendations to help agents in resolving issues faster. https://docs.microsoft.com/en-us/learn/modules/introduction-dynamics-365-customer-service/6-omnichannel-customer-service

upvoted 1 times

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jr

4 years, 3 months ago

But the ability to create cases for customers on a self-service approach, is for Power Apps Portal not Omnichannel, and the ability to create cases from an online chat, is for Power Virtual Agents, not the Omnichannel live chat, so I think with a plugin you can call an action to create a case when something happens on that online chat, but I'm not sure.

upvoted 1 times

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