Learn how to configure a pre-conversation survey in Microsoft Dynamics 365 Omnichannel for Customer Service to securely capture billing information, including credit card numbers, while maintaining agent privacy with data masking rules. Discover the best practices for setting up this feature.
Table of Contents
Question
A company uses Omnichannel for Customer Service to handle billing inquiries and payments.
You are configuring a chat channel.
You need to configure the channel to gather required billing information from a customer when the customer starts a chat. The credit card number must not be displayed to the agent who manages the chat.
Which two options should you configure? Each correct answer presents part of the solution.
A. Data masking rule
B. Authentication settings
C. Customer Voice survey
D. Pre-conversation survey
E. Chatbot
Answer
D. Pre-conversation survey
Explanation
This item tests the candidate’s knowledge of configuring pre-chat surveys.
The chat channel can be configured with a pre-conversation survey that asks a set of questions to capture information when the chat starts. This information is visible to the agent. You can add a Regex expression to mask certain data values with data masking rules.
Customer Voice surveys are used for post-conversation surveys. Chatbots created by using Microsoft Copilot Studio can prompt the customer but cannot require the customer to enter a response. Authentication settings are used to authenticate the customer using OAuth 2.0 but not capture information from the customer.
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.