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Exam PL-600 topic 1 question 26 discussion

Actual exam question from Microsoft's PL-600
Question #: 26
Topic #: 1
[All PL-600 Questions]

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 Hide Answer
Suggested Answer: A 🗳️
by shaokaofanqie at April 25, 2022, 1:13 p.m.

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ettie54f_p929n
Highly Voted 3 years, 1 month ago
Selected Answer: A
Correct
upvoted 16 times
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Aesam
Most Recent 11 months, 2 weeks 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 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 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
1 year, 10 months ago
This video might help you: https://www.youtube.com/watch?v=xKV_QucSgoM
upvoted 1 times
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Newb007
2 years, 1 month 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, 1 month 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, 4 months ago
Selected Answer: A
Omnichannel for CS
upvoted 2 times
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Edi41
2 years, 5 months ago
Selected Answer: A
A is correct
upvoted 1 times
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Muzera
2 years, 7 months ago
Selected Answer: A
Correct
upvoted 1 times
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AlRe
2 years, 8 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, 1 month 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, 1 month 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 ago
Selected Answer: A
Omnichannel for Customer Service
upvoted 2 times
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shaokaofanqie
3 years, 1 month ago
Correct
upvoted 3 times
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