A.

Omnichannel for Customer Service

Omnichannel for Customer Service is a robust application that extends the power of
Dynamics 365 Customer Service to enable organizations to instantly connect and engage
with their customers via channels like Live Chat and SMS.
Omnichannel for Customer Service also provides a modern, customizable, highproductivity
app that allows agents to engage with customers across different channels.
The application offers contextual customer identification, real-time notification, integrated
communication, and agent productivity tools like KB integration, search, and case creation
to ensure agents are effective.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel

Box 1: Data loss prevention policy
Data loss prevention (DLP) policies enforce rules for which connectors can be used
together by classifying connectors as either Business or Non-Business. If you put a
connector in the Business group, it can only be used with other connectors from that group
in any given app or flow. Sometimes you might want to block the usage of certain
connectors altogether by classifying them as Blocked.
Box 2: Security group
If your company has multiple Microsoft Dataverse environments, you can use security
groups to control which licensed users can be a member of a particular environment.

B.

Define and configure security roles.

D.

Create business units and assign security roles to the business units.

To control data access, you must set up an organizational structure that both protects
sensitive data and enables collaboration. You do this by setting up business units, security
roles, and field security profiles.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/security-roles-privileges

Graphical user interface, text, application, chat or text message
Description automatically generated
Box 1: Power Automate
Self-service purchase is available for Power Platform (Power BI, Power Apps, and Power
Automate), Project, and Visio.
Box 2: Azure Active Directory B2B
Scenario: First Up Consulting recruits information technology (IT) workers for temporary or
permanent positions at client companies.
Azure Active Directory (Azure AD) business-to-business (B2B) collaboration is a feature
within External Identities that lets you invite guest users to collaborate with your
organization. With B2B collaboration, you can securely share your company's applications
and services with guest users from any other organization, while maintaining control over
your own corporate data. Work safely and securely with external partners, large or small,
even if they don't have Azure AD or an IT department. A simple invitation and redemption
process lets partners use their own credentials to access your company's resources.
Note, Scenario:
Workers must be able to sign into a portal by using their own email address.
Workers must be required to use a secure method of authentication to be able to
view their data.
User security roles must be customized to ensure that users are able to interact
only with the specific data in which they need access. Box 3: Dynamics 365 Field Service
Dynamics 365 Field Service functionality include:
An interactive schedule board helps dispatchers assign work orders to the best resources
based on location, availability, skill set, priority, and more. This is done via a manual dragand-
drop method, a semi-automated scheduling assistant, or fully automated with
Resource Scheduling Optimization.
The schedule board displays each resource-whether an employee, contractor, or
equipment-and their scheduled work orders. Resources and their assigned jobs are also
displayed on a map along with routes and traffic patterns in real time.

A.

one app for each job role

Scenario: IT staff needs a mobile solution to see IT cases at the top of the menu since this
is their primary focus.
Managers need to see all customer dashboards at the top of their menu on their mobile
device.

Graphical user interface, text, application
Description automatically generated

Box 1: Business
If you put a connector in the Business group, it can only be used with other connectors
from that group in any given app or flow.
Box 2: Non-business
DLP policies enforce rules for which connectors can be used together by classifying
connectors as either Business or Non-Business.
Box 3: Blocked
Sometimes you might want to block the usage of certain connectors altogether by
classifying them as Blocked.
Data policy group Business blocked

A.

Dynamics 365 Customer Service

B.

Power virtual Agents

Power Virtual Agents lets you create powerful chatbots that can answer questions posed
by your customers, other employees, or visitors to your website or service.
Use Dynamics 365 Customer Service to:
Track customer issues through cases
Record all interactions related to a case
Share information in the knowledge base
Create queues and route cases to the right channels
Create and track service levels through service-level agreements (SLAs)
Define service terms through entitlements
Manage performance and productivity through reports and dashboards
Create and schedule services
Participate in chats
Manage conversations across channels
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/fundamentals-what-is-power-virtualagents
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview