Microsoft PL-600 Exam - Topic 9 Question 32 Discussion

Actual exam question for Microsoft's PL-600 exam

Question #: 32
Topic #: 9

[All PL-600 Questions]

You are designing a self-service portal for a company.

The portal must meet the following requirements:

Customers must be able to submit and review cases.

Customers must be able to chat with service representatives in near real time.

Allow service representatives to select cases from queues and use knowledge articles to resolve customer concerns.

You need to recommend solutions for the company that do not require custom development.

Which three apps or services should you recommend? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

ADynamics 365 Field Service

BDynamics 365 Customer Service

COmnichannel for Customer Service

DCustomer Insights

ECustomer self-service portal

Show Suggested Answer

Suggested Answer: B, C, E

https://docs.microsoft.com/en-us/powerapps/maker/portals/portal-templates

https://docs.microsoft.com/en-us/dynamics365/customer-service/embed-chat-widget-portal

by Brittni at Oct 27, 2022, 06:15 PM

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Freida

4 months ago

Field Service isn't really needed for this setup.

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Rebecka

4 months ago

I agree, the self-service portal is essential for customers!

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Jenifer

4 months ago

Wait, can Customer Insights really help with case management?

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Emile

4 months ago

Omnichannel for Customer Service is a must!

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Francisca

4 months ago

Definitely go with Dynamics 365 Customer Service.

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Marica

5 months ago

I’m a bit confused about Dynamics 365 Field Service; I thought it was more for on-site service rather than a self-service portal.

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Isadora

5 months ago

I practiced a similar question, and I feel like the Customer self-service portal has to be included for case submissions.

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Ty

5 months ago

I'm not entirely sure about Omnichannel for Customer Service, but I remember it being related to real-time chat features.

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Willard

5 months ago

I think Dynamics 365 Customer Service is definitely one of the options since it focuses on case management.

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Phung

5 months ago

Hmm, I'm a bit unsure about this one. The options seem similar, but I think I can eliminate a couple based on my understanding of audit procedures. Let me think this through step-by-step.

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Georgeanna

5 months ago

I'm not sure about this one. I'll have to review my notes on default values for LINE_BREAKER.

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Nickie

5 months ago

I feel unsure about this one. It seems like the quality department should always be oriented towards defect detection. Maybe it's option B?

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