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Microsoft PL-600 Exam - Topic 10 Question 20 Discussion
Topic #: 10
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.
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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