Microsoft Dynamics 365 Customer Service — Question 48

A company has used Dynamics 365 Customer Service with Omnichannel 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. Create a macro.
• B. Create an agent script.
• C. Enable the productivity pane.
• D. Navigate to the Customer Service admin center.

Correct answer: B, C

Explanation

The correct answers are B and C. Creating an agent script (B) allows agents to follow the standardized responses for customer inquiries, ensuring compliance with legal standards. Enabling the productivity pane (C) helps agents access necessary resources and tools quickly. Options A and D do not directly address the need for standardized responses in this scenario.