Check your knowledge

1.

You've been asked to set up Dynamics 365 Customer Service to allow agents to better collaborate with colleagues in scenarios where they could use assistance. You want agents to provide a description of the problem that they're having and then have Dynamics 365 suggest team members who can help based on the issue. Which collaboration feature does this scenario describe?

Embedded chat using Microsoft Teams

Customer support swarming using Teams

Microsoft Teams meeting support

Dynamics 365 record sharing within Microsoft Teams

2.

You've been asked to set up Dynamics 365 Customer Service so that agents can create and associate Microsoft Teams Chat conversations with customers as needed. After you turn on Microsoft Teams Chat inside Dynamics 365, what is your next step?

Ensure that linked chats have been turned on for the Account table.

Enable confidential labels.

No other configuration is required.

Enable Customer support swarming by using Teams.

3.

You're setting up the Customer support swarming by using Teams feature in your environment. You need to ensure that the system can identify qualified individuals based on details that the agent has provided in the swarm request. After you define skills in the system, what do you need to do to ensure that the system can find the appropriate people?

Nothing. After skills have been defined, you're ready to go.

Attach skills to facilities and equipment records.

Attach skills to bookable resources in the application.

Attach skills to the swarm guide.

Answer the following questions to see what you've learned.

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