Learn how to configure text actions in Microsoft Dynamics 365 Omnichannel for Customer Service to guide agents in assisting customers effectively. Discover key features like smart assist, quick replies, and agent macros for better customer support automation.
Table of Contents
Question
A company uses Omnichannel for Customer Service.
The company must provide guidance to agents about how to help customers with issues.
You need to configure the solution.
What should you configure?
A. text action
B. quick reply
C. smart assist
D. agent macro
Answer
A. text action
Explanation
This item tests the candidate’s knowledge of configuring text actions.
Text actions specify instructions agents should follow. After completing the instruction, an agent can select Mark as done to indicate that the instruction has been completed.
Smart assist provides suggestions for similar cases and Knowledge articles. Quick replies are used to send messages to customers. Agent macros are used to help agents perform operations faster by automating repetitive actions, such as creating a case.
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