Q: 12
You are creating a scope of work document for a solution. You have the following requirements:
• Track support cases, first response time, and resolution time.
• Include a chat-like interface that allows managers to check the status of cases with minimal
manual searching.
• Allow cases to have multiple different priority levels.
You need to include the required Dynamics 365 and Microsoft Power Platform components. Which
two components should you include? Each correct answer presents part of the solution.
NOT: Each correct selection is worth one point.
Options
Discussion
D imo, since Customer Voice links with Dynamics and can collect feedback on cases, maybe it counts as a chat-like channel for updates? B is more for bots but the question isn't clear on real-time chat. Open to pushback.
Yeah, similar question showed up in my exam practice. A is for case management, tracking SLAs and priorities. B gives the chat interface with minimal manual searching. C and D wouldn't help with those direct requirements.
Makes sense to me that it's A and B. Dynamics 365 Customer Service handles all the case tracking and priorities, while Power Virtual Agents gives you the chat interface managers would use to check status. C and D don't really fit these requirements. Pretty sure this is the combo they're looking for, agree?
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