Learn how to configure session templates in Dynamics 365 Customer Service for agents. Discover which components you can customize, including agent scripts and related records, to enhance your workspace setup.
Table of Contents
Question
You are configuring the Dynamics 365 Customer Service workspace for agents.
You need to configure a new session template for cases.
Which two components can you configure in the session template? Each correct answer presents a complete solution.
A. macros available for new sessions
B. record types included in the inbox
C. agent scripts displayed for new sessions
D. related records opened for new sessions
E. fields included in the pop-up notification when cases are pushed to an agent
Answer
C. agent scripts displayed for new sessions
D. related records opened for new sessions
Explanation
This item tests the candidate’s knowledge of configuring session templates.
Session templates define what is displayed when a record is opened in the Customer Service workspace. You can add application templates to open related records automatically. You can also add agent scripts that guide the user through steps in the script.
Macros are associated with agent scripts, not session templates. When you add an agent script to a session template, the steps in the script that include macros are shown in the productivity pane. Notification templates define the fields in the pop-up notification when a case is pushed to an agent. The record types shown in the inbox are configured in the agent experience profile.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.