PL-600 – Question 15


Question 15

You are designing a self-service portal for a company.
The portal must meet the following requirements:
✑ Customers must be able to submit and review cases.
✑ Customers must be able to chat with service representatives in near real-time.
✑ Allow service representatives to select cases from queues and use knowledge articles to resolve customer concerns.

You need to recommend solutions for the company that does not require custom development.
Which three apps or services should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Dynamics 365 Field Service
B. Dynamics 365 Customer Service
C. Omnichannel for Customer Service

D. Customer Insights
E. Customer self-service portal

Correct Answer: BCE
B: Use Dynamics 365 Customer Service to:
✑ Track customer issues through cases
✑ Record all interactions related to a case
✑ Share information in the knowledge base
✑ Create queues and route cases to the right channels
C: Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.
E: 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.
Note: Based on the selected environment in Power Apps, you can create a Dataverse starter portal or a portal in an environment containing customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service