Microsoft Dynamics 365 Customer Service — Question 19

A company has used Dynamics 365 Customer Service with Omni channel for more than a year.

The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts, and phone conversations.

You need to configure the system.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Answer options

• A. Enable the productivity panel.
• B. Install the Productivity Tools app from App Source.
• C. Create a macro.
• D. Create an agent script.

Correct answer: A, D

Explanation

Enabling the productivity panel allows agents to access standardized responses quickly, which is essential during product recalls. Creating an agent script ensures that agents have a pre-approved, structured way to respond to customer inquiries, maintaining compliance with legal requirements. The other options, while potentially useful, do not directly address the need for standardized responses in this scenario.