A company uses manual processes to track interactions with customers. The company wants to use Power Platform to improve productivity.
The company has the following requirements:
✑ Provide customers with an online portal where they can submit and review cases.
✑ Ensure that customers can chat online with a customer service representative at any time.
✑ Route chats to customer service representatives based on skill and availability.
You need to recommend a solution to the company.
Which three components should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Dynamics 365 Virtual Agents chatbots

B. Customer self-service portal

C. Dynamics 365 Field Service

D. Business process flows

E. Omnichannel for Customer Service






 

Suggested Answer: BDE

B: 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
Automation).
E: 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.
Incorrect Answers:
A: The Dynamics 365 Field Service business application helps organizations deliver onsite service to customer locations.
C: Dynamics 365 Virtual agent is a no-code-required AI-based application that is focused on providing customer service organizations the ability to engage in personalized conversations that go beyond the conversational search.
Virtual agents provide the ability to deploy and manage the automation of handling problems with specific solutions.
Reference:
https://docs.microsoft.com/en-us/powerapps/maker/portals/portal-templates
 https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal

This question is in PL-600 Microsoft Power Platform Solution Architect Exam
For getting Microsoft Certified: Power Platform Solution Architect Expert Certificate






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