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Microsoft PL-600 Exam - Topic 11 Question 8 Discussion
Topic #: 11
A company provides professional development certifications to technologies around the world. The company uses multiple call centers to support customers. The company plans to implement Dynamics 365 Customer Service.
The company must increase productivity for call center employees. The solution must meet the following requirements:
Handle multiple customer interactions at once
Ensure that users can access information from several business applications.
Interact with customers by using the following channels: chat, phone calls, emails, and online reviews.
Implement all functionality in a single interface.
You need to recommend a solution that meets the requirements of the company.
What should you recommend?
Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS.
Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel
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