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An administrator wants Dynamics 365 Customer Service to recommend coworkers who resolved cases similar to the active case. What must the administrator enable before turning on AI-based suggested contacts?
AI suggestions for similar cases
Rules-based suggested contacts
Join chat
Timeline chat synchronization
A case is transferred to a representative who wasn't included in an existing connected Teams chat. Which setting lets the representative enter the chat and review the collaboration history?
Auto-name chats
Include a note
Confidential labels
During an active customer conversation, a representative needs to share their screen with the customer. Which collaboration feature should the representative use?
Join a Teams call
New connected chat
Sync Teams chats with records
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