Exam PL-600 topic 1 question 15 discussion

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Dynamics 365 Customer Service (Option B): This app provides comprehensive capabilities for case management, allowing customers to submit and review cases. Service representatives can use queues and knowledge articles to resolve customer concerns efficiently. Omnichannel for Customer Service (Option C): This service enables near real-time chat capabilities between customers and service representatives. It supports chat channels integrated into the self-service portal, facilitating seamless communication. Customer self-service portal (Option E): This is essential for allowing customers to submit cases and access information independently. It provides a user-friendly interface for customers to interact with the company's service offerings.

The three recommended apps or services that do not require custom development are: B. Dynamics 365 Customer Service: This app provides a comprehensive solution for managing customer cases, including case creation, tracking, and resolution. It also offers a knowledge base for agents to access and use to resolve customer issues. C. Omnichannel for Customer Service: This service enables companies to engage with customers across multiple channels, including chat, SMS, social media, and more. It also includes features like routing, queuing, and real-time translation. E. Customer self-service portal: This is a web portal that allows customers to submit and review cases, access knowledge base articles, and communicate with service representatives. It is a self-service solution that reduces the workload on agents and provides customers with 24/7 access to support.

BCE is correct

Correct BCE

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