A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.You need to configure the custom table Leased Truck for IoT integration.Which two methods achieve the goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
Answer(s): C,D
IOT enabling an entity typeDynamics 365 entities can be associated to IoT entities so that within Dynamics 365 they can participate in IoT-related business processes and analyses. There are two methods of “IoT enabling” a Dynamics 365 entity; you can:* (D) Programmatically form an association through the standard Dynamics 365 Connection entities capability. You can alternatively accomplish this same association through the administration UI; for more information, see Create connections to view relationships between records.* (C) Call the IoT – Register Custom Entity action to associate an entity with an existing or new IoT Device.
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-extend-connected-customer-service-solutions
HOTSPOT (Drag and Drop is not supported)A company uses Dynamics 365 Customer Service to provide product support to customers. Only employees are included in the company's Azure Active Directory.You need to configure the system to meet the following requirements. You must minimize the effort required to complete any required configuration tasks. Create a website for external customers to open support tickets and see the status of open issues. Ensure that customers are set up to use this website.What should you configure? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Answer(s): A
Box 1: Create a portal by using the Customer self-service templateCreate a website for external customers to open support tickets and see the status of open issues.The Customer portal is a Power Apps portals template that lets companies create an externally facing business-to-business (B2B) website for scenarios that are related to sales order processing.Customer self-service portal: A customer self-service portal enables customers to access self-service knowledge, support resources, view the progress of their cases, and provide feedback.Its powerful self-service functionality guides customers to the answers they seek without human intervention or by connecting them to your most qualified agent for the task if the issue can’t be resolved client-side autonomously.Box 2: Ensure that all customers have an account record.Ensure that customers are set up to use this website.Note: Using the standard functionality, if I login to the Customer Service Portal I can create a new case linked either to myself as a Contact or to my related company as an Account (assuming that the Account is specificed on my contact record in Dynamics 365 CE).
https://docs.microsoft.com/en-us/power-apps/maker/portals/portal-templateshttps://docs.microsoft.com/en-us/dynamics365/supply-chain/sales-marketing/customer-portal-overviewhttps://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-behalf-of-another-account/
A company uses Omnichannel for Customer Service.The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a customer starts a chat session.You need to set up the prerequisites for the Power Virtual Agents.Which three technologies should you set up? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.
Answer(s): B,C,E
CE: PrerequisitesBefore you integrate Power Virtual Agents bots in Omnichannel for Customer Service, check the following:* Azure Application ID - You'll need an application registered on the Azure portal before connecting to Omnichannel for Customer Service.* Bot - You must have a pre-configured bot that can integrate with Omnichannel for Customer Service.* Product licenses - You need a product license for Power Virtual Agents* Role - You must have the Omnichannel administrator role.B: In Omnichannel Administration, after the Power Virtual Agents bot is created and configured to work with Omnichannel for Customer Service, you can configure it to hand off conversations to queues. To receive incoming messages, you must add the bot to at least one queue.
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
DRAG DROP (Drag and Drop is not supported)A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.You must ensure that the new articles are available through the chatbot.You need to define the steps to integrate knowledge management with the chatbot.Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Step 1: Publish knowledge articles to a portal created in Power AppsStep 2: Create a topic for the Power Virtual Agents bot, and add an actionStep 3: Use a Power Automate template to add the solution to the chatbotStep 4: Test the Power Automate cloud flowTest the flow to publish and share the bot.
https://docs.microsoft.com/en-us/dynamics365/customer-service/integrate-km-with-pva
A company enables custom context variables on a chat widget.Users report that the context variables are not being populated on new chats.You need to troubleshoot the issue by querying the event listeners.Which listener is required to be running?
Answer(s): D
getContextProvider returns the currently set custom context provider, if any. If there is no registered custom context provider, then it returns null.The live chat SDK methods should be invoked after the lcw:ready event is raised. You can listen for this event by adding your own event listener on the window object.Example:window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){ // Setting the custom context provider // Throws error if contextProvider is not a function Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){ // Here it is assumed that the corresponding work stream would have context variables with logical name of 'contextKey1', 'contextKey2', 'contextKey3'. return { 'contextKey1': 'contextValue1', // string value 'contextKey2': 12.34, // number value 'contextKey3': true // boolean value }; }); // Retrieves the currently set custom context provider // If there is no registered custom context provider, then it returns null let registeredContextProvider = Microsoft.Omnichannel.LiveChatWidget.SDK.getContextProvider();});Incorrect:Not A: setContextProvider sets the context provider. The context provider function, when invoked, returns the context to be used for initializing a chat session.
https://docs.microsoft.com/en-us/dynamics365/customer-service/developer/reference/methods/getcontextproviderhttps://docs.microsoft.com/en-us/dynamics365/customer-service/developer/reference/methods/setcontextprovider
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