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Microsoft Exam PL-600 Topic 10 Question 20 Discussion

Actual exam question for Microsoft's PL-600 exam
Question #: 20
Topic #: 10
[All PL-600 Questions]

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.

Show Suggested Answer Hide Answer
Suggested Answer: A, B

Power Virtual Agents lets you create powerful chatbots that can answer questions posed by your customers, other employees, or visitors to your website or service.

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

Create and track service levels through service-level agreements (SLAs)

Define service terms through entitlements

Manage performance and productivity through reports and dashboards

Create and schedule services

Participate in chats

Manage conversations across channels


https://docs.microsoft.com/en-us/power-virtual-agents/fundamentals-what-is-power-virtual-agents

https://docs.microsoft.com/en-us/dynamics365/customer-service/overview

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