Learn how to configure the chat widget in Microsoft Dynamics 365 Omnichannel for Customer Service, including setting context variables, configuring the channel, and adding JavaScript for page views and time tracking. Perfect for MB-230 certification preparation!
Table of Contents
Question
A company uses Omnichannel for Customer Service.
You configure a chat channel and deploy a chat widget to the company’s website. The chat widget appears when users open the website.
The company requires the chat widget to appear after the customer views the page for more than 10 seconds. Agents must be able to identify which page a customer views and how long the customer views the page.
You need to configure the chat requirements.
Which three actions should you perform? Each correct answer presents part of the solution.
A. Create agent scripts.
B. Add context variables.
C. Configure the channel.
D. Configure the workspace.
E. Configure the workstream.
F. Add JavaScript to the website pages.
Answer
B. Add context variables.
C. Configure the channel.
F. Add JavaScript to the website pages.
Explanation
This item tests the candidate’s knowledge of configuring proactive chat.
Controlling when the chat widget is displayed on the website based on rules requires proactive chat to be enabled on the chat channel on the chat widget tab. Context variables are required for the website to pass the page name and time viewed to Omnichannel for Customer Service. JavaScript is required on the webpages to pass the context variables and start chat when the timeout period is reached.
Workstreams are used to allocate chats to agents, not configure how and when the chat widget is displayed on the website. Agent scripts are step-by-step guidance for agents when handling conversations. Workspaces define which forms and tools are displayed to the agent in the Customer Service workspace.
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.