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Exam PL-600 topic 1 question 26 discussion

Actual exam question from Microsoft's PL-600

Question #: 26
Topic #: 1

A company provides professional development certifications to technologies around the world. The company uses multiple call centers to support customers. The company plans to implement Dynamics 365 Customer Service.
The company must increase productivity for call center employees. The solution must meet the following requirements:
✑ Handle multiple customer interactions at once
✑ Ensure that users can access information from several business applications.
✑ Interact with customers by using the following channels: chat, phone calls, emails, and online reviews.
✑ Implement all functionality in a single interface.
You need to recommend a solution that meets the requirements of the company.
What should you recommend?

A. Omnichannel for Customer Service
B. Live Assist for Microsoft Dynamics 365 Powered by CafeX
C. LinkedIn connector
D. Unified Service Desk

Show Suggested Answer

Suggested Answer: A 🗳️

by shaokaofanqie at April 25, 2022, 1:13 p.m.

Comments

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ettie54f_p929n

Highly Voted 3 years, 3 months ago

Selected Answer: A

Correct

upvoted 16 times

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Aesam

Most Recent 1 year, 1 month ago

Selected Answer: D

https://learn.microsoft.com/en-us/dynamics365/unified-service-desk/admin/call-center-challenges-how-unified-service-desk-can-help?view=dynamics-usd-4.2 https://learn.microsoft.com/en-us/dynamics365/unified-service-desk/admin/overview-unified-service-desk?view=dynamics-usd-4.2 https://learn.microsoft.com/en-us/dynamics365/unified-service-desk/admin/overview-unified-service-desk?view=dynamics-usd-4.2

upvoted 2 times

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Parth91

2 years, 2 months ago

Selected Answer: A

A. Omnichannel for Customer Service is the recommended solution that meets all the requirements mentioned. Omnichannel for Customer Service offers a single, unified interface for handling customer interactions across multiple channels, such as chat, phone calls, emails, and online reviews. It also provides the ability to access information from multiple business applications. Moreover, it offers the feature of handling multiple customer interactions at once, increasing call center employee productivity. Therefore, Omnichannel for Customer Service is the right choice for this scenario.

upvoted 3 times

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Newb007

2 years, 2 months ago

This is driving me nuts lol... my gut says they want us to pick USD. It's the perfect call centre scenario....thats what USD was deigned for... it meets all the requirements plus you can see ONLINE REVIEWS https://www.youtube.com/watch?v=-IS2SfDqA5A YES they are using D365 Customer Service but that can be accessed through USD... my head hurts...

upvoted 1 times

Druey

2 years ago

This video might help you: https://www.youtube.com/watch?v=xKV_QucSgoM

upvoted 1 times

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Newb007

2 years, 2 months ago

ITS D !!!!!! https://learn.microsoft.com/en-us/dynamics365/unified-service-desk/admin/overview-unified-service-desk?view=dynamics-usd-4.2 https://learn.microsoft.com/en-us/dynamics365/unified-service-desk/admin/call-center-challenges-how-unified-service-desk-can-help?view=dynamics-usd-4.2

upvoted 1 times

Newb007

2 years, 2 months ago

"following channels: chat, phone calls, emails, and online reviews" From doc ---> "support customer communication in agent desktops over various channels such as chat, email, or telephone." "call center agents can expect to take not just phone calls, emails, and chats but also engage with customers through text messages, social channels, self-service websites, and website reviews."

upvoted 1 times

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twosheds

2 years, 6 months ago

Selected Answer: A

Omnichannel for CS

upvoted 2 times

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Edi41

2 years, 6 months ago

Selected Answer: A

A is correct

upvoted 1 times

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Muzera

2 years, 8 months ago

Selected Answer: A

Correct

upvoted 1 times

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AlRe

2 years, 10 months ago

Selected Answer: D

The requirement "Ensure that users can access information from several business applications." is my motivation to opt for D rather than a which is my 2nd choice.

upvoted 1 times

Fal991l

2 years, 3 months ago

AI: If only one solution is allowed, I would recommend **Unified Service Desk** as it provides a comprehensive set of features for building call center applications and increasing productivity for call center employees. It allows agents to get a unified view of customer data stored in Microsoft Dataverse and provides a single interface for agents to handle multiple customer interactions and access information from several business applications. It also includes features such as automatic loading of related records, agent scripting, and a configurable toolbar to increase productivity for call center employees.

upvoted 1 times

Fal991l

2 years, 3 months ago

Unified Service Desk is designed to provide a single interface for agents to handle multiple customer interactions and access information from several business applications. However, it does not natively support Live Chat and SMS channels. To integrate these channels with Unified Service Desk, you would need to use the **Dynamics 365 Channel Integration Framework** to integrate third-party channel providers or channel aggregators into the Unified Interface Apps¹.

upvoted 1 times

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Icky

3 years, 1 month ago

Selected Answer: A

Omnichannel for Customer Service

upvoted 2 times

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shaokaofanqie

3 years, 3 months ago

Correct

upvoted 3 times

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