Font size
WorksheetsMB-230: Workspaces and Productivity
Total questions: 60
Worksheet time: 2hrs 56mins
Agent Experience Profiles are available in both Hub and Workspaces
True
False
It is possible to configure default Agent Experience Profiles to suit the organisation's needs.
True
False
Many records, including Agent Experience Profiles, require a unique name. Which of the following formatting rules are enforced?
A 3 character alphanumeric prefix, followed by a hyphen and a name of
1-8 characters
A 3 character alphanumeric prefix, followed by an underscore and a name of
1-8 characters which cannot include spaces
A 2-8 character alphanumeric prefix, followed by an underscore and a name of
any length which cannot include spaces
A 3-4 character alphanumeric prefix, followed by a hypen and a name of
any length which cannot include spaces
Where are the configuration options for Agent Experience Profiles found?
Admin Center -> User Settings
Admin Center -> Workspaces
Admin Center -> Productivity
Admin Center -> Workstreams
What is the maximum number of Agent Experience Profiles that a user can belong to?
8
25
1
100
Your organisation has requested that agent inboxes have the option to list
all high-priority cases. Which approach should be taken?
Create a custom view in the relevant Agent Experience Profile with the type
set to cases. Under conditions, select the predefined setting "High-Priority
Cases"
Create a custom view for cases in make.powerapps. Add this view to the inbox
section of the relevant Agent Experience Profile
Create a custom view of cases in make.powerapps. In case settings, set this
view as the default inbox view
Create a custom view in the relevant Agent Experience Profile with the type
set to cases and a condition set to priority equals high
How would we activate/deactivate the Suggested Actions Inbox View?
Deactivate the view in make.powerapps
Toggle setting in Copilot AI Features section of Agent Experience Profile
Toggle setting in Admin Center -> Insights
In the inbox section of the Agent Experience Profile, set the view's visibility to hidden
It is possible to add custom sorting rules for an inbox view using either the simple or advanced settings types.
True
False
An inbox view can contain records from multiple record types?
True
False
We can apply sorting rules for an inbox view for each record type where multiple entity types are selected?
True
False
We are creating a new case in a session. How can we ensure it is opened in a new session?
Shift + Click
Click
Alt + Click
Ctrl + Click
We are creating an Application Tab Template to show currently open cases. Which page type should we select?
Entity Record
Control
Search
Entity List
Application tabs can contain 1 or more session tabs.
True
False
A session tab must always contain at least one tab. What term is used to describe this tab?
(a)
The anchor tab can never be closed or customised?
True
False
From where can Application and Session tabs be created?
Admin Center -> Workspaces
Admin Center -> User Settings
Admin Center -> Productivity
Admin Center -> Workstreams
We have created an application tab and associated it with a session. The tab opens but it displays an error. What is the most likely cause of this error?
The required parameters for the page type have not been set
The parent session template type is not compatible with the application tab page type.
The application tab has not been associated with a session template?
The parent session template has not been associated with a workstream or Agent Experience Profile
What values can we use when setting the parameters of an Application Tab Template?
Slugs only
Static Values only
OData Queries only
Any of the other options
We need to set the entityName parameter value for an Application Tab Template. Which of the following is correct where a dynamic value is required?
{customer{id}}
{id{customer}}
{customerId}
{anchor._customerid_value}
Session Templates can be attached to either a workstream or an Agent Experience Profile (AEP). Which of the following statements is correct?
We can attach one generic Session Template to a workstream and one or more entity Session Templates to an AEP
We can attach one entity Session Template to a workstream and one or more generic templates to an AEP
We can attach one generic Session Template to an AEP and one or more entity Session Templates to a workstream.
We can attach one entity Session Template to an AEP and one or more generic Session Templates to a workstream.
Where do we need to go to create Notification Templates?
Admin Center -> Workstreams
Admin Center -> Alerts
Admin Center -> Workspaces
Admin Center -> Productivity
We have enabled the Auto-assign work items option in a notification template. Which of the following statements is correct?
The notification cannot include a reject button. The work will be assigned if the accept button is clicked or if the notification times out.
The notification may include a reject button. The work will be auto-assigned but may be released by selecting reject.
The notification cannot include a reject button. The work will be auto-assigned and released only if the notification times out.
The notification cannot include an accept button. The reject button may be selected to release the auto-assigned work item.
We have enabled desktop notifications for our Notification Template when the browser is out of focus. These are not displaying for all agents. What might be the cause of the issue?
Not all agents are using supported browsers
Not all agents have enabled notifications in their browsers
Some agents are using incognito mode
Any of the other options
How can we control the information shown to agents in a Notification Template?
Adding one or more notification parameters
Adding one or more notification fields
Adding key value pairs on the content tab
Adding key value pairs on the message tab
We have added one or more dynamic values to the notification fields section of our notification template. Which mechanism is used to populate these values at runtime?
(a)
We can automatically update an agent's status when they miss or reject a notification to inactive/busy. Which of the following statements is true?
We can only enable this behavior on a per notification basis
We can only enable/disable this behavior for all notification templates
We can enable/disable this behavior for all notification templates and override it on a per notification basis.
We can enable/disable this behavior for all notification templates defined for a given workstream
Both agents and administrators can create quick replies and email templates?
True
False
Which slug should we use to display a customer's full name in a Quick Reply?
{anchor._customer.fullname}
{fullname}
{customer.fullname}
{FullName{Customer}}
Which of the following statements is true regarding the scope of Quick Replies?
They are made available when added to one or more workstreams
They are made available when added to one or more Agent Experience Profiles
They are available organisation wide by default. If added to one or more workstreams they are restricted to these.
They are available organisation wide by default. If added to one or more Agent Experience Profiles they are restricted to these.
From where can we create macros?
Admin Center -> Workstreams
Admin Center -> Workspaces
Admin Center -> Productivity
Admin Center -> Automation
We have associated a Notification Template with a workstream. This includes a slug {customerName} but the value is not being populated. What is the most likely cause?
Notification Templates only support oData queries for dynamic values
The synatax for the slug is incorrect. It should be {FullName{Customer}}
The template has been associated with a notification trigger associated with unauthenticated users.
The syntax for the slug is incorrect, it should be {Customer{FullName}}
We have defined a macro which is triggered manually by agents. How can we make this available to agents?
Enable macros in the productivity pane of an Agent Experience Profile.
Add the macro to an available Agent Script and enable agent scripts in the productivity pane of an Agent Experience Profile
Add the macro to an available Agent Script and enable agent scripts in the productivity pane of a workstream
Enable macros in the productivity pane of a workstream
Which of the following correctly lists the valid types of an Agent Script step?
text, macro
text, macro, agent script
text, macro, power automate flow
text, macro, agent script, power automate flow
How can we make an Agent Script available to agents?
Associate it with a workstream
Associate it with a session template
Associate it with an Agent Experience Profile
Associate it with a channel
Which of the following statements is true about smart assist?
We must create a custom Smart Assist Bot to enable this functionality
We can use smart assist for similar cases and knowledge articles without a custom bot and provide basic customisation of this functionality.
We can use smart assist for similar cases and knowledge articles without a custom bot but the functionality may not be customised.
We are not able to use custom bots in the context of Smart Assist.
Which statement best represents the prerequisites required to make Smart Assist available to agents?
Enable Smart Assist in productivity pane.
Deploy custom bot, enable Smart Assist in Admin Center -> Insights and enable Smart Assist in productivity pane.
Enable Smart Assist in Admin Center -> Insights and enable Smart Assist in productivity pane.
Deploy productivity tools, enable Smart Assist in Admin Center -> Insights and enable Smart Assist in productivity pane.
How can we customise the out of the box behavior of Smart Assist for Similar Case and Knowledge Article suggestions?
Supply training data as a csv to the inbuilt bot in Admin Center -> Insights -> Bots
We can't, we need to create a custom bot
Define advanced case similarity rules in case settings and article similarity rules in knowledge settings.
Define fields used for matches in the Data Mapping Section of Admin Center -> Insights -> Suggestions for Representatives
At a high level, what steps are required to deploy a custom smart assist bot?
Build a bot with Azure Bot Service, add it as a bot user in Admin Center -> Bots and add the bot to a workstream.
Build a copilot in Admin Center -> Insights -> Copilots, add it as a user in Admin Center -> Bots and add it to a workstream.
Build a bot with Azure Bot Service and define it as the default bot in Admin Center -> Insights -> Suggestions for Representatives
All of the other options are valid
What technology is used to allow Custom Smart Bots to display messages to users in Customer Service?
(a)
How can we enable agents to share knowledge articles with customers?
Toggle option in an Agent Experience Profile productivity pane
Toggle option in Admin Center -> Insights -> Smart Assist
Define URL to knowledge portal in Admin Center -> Knowledge -> Portals
Enable sharing in Admin Center -> Knowledge -> General Settings
Once enabled how can an agent share an article with a customer?
Select copy article link
Select share article
Link article to a case
Associate article with a customer
What does enabling enhanced/contextual email allow agents to do?
Open an email form in a popup within the current screen
Displays attachments as thumbnails rather than a text list
Allow users to use dynamic values when creating an email
Enables AI suggestions for email content based on the context of the session
How do we enable enhanced/contextual email?
Agent Experience Profile -> Email Settings
Admin Center -> workspaces -> email
Admin Center -> Productivity -> Email
Advanced Settings -> Email Configuration -> Email Configuration Settings
Once enabled how can agents use the enhanced/contextual email functionality?
Starting a new email from the timeline
Opening the email form from anywhere in workspaces
Opening or creating a new email from the activities grid
Any of the other answers
Which email form allows agents to view attachments as thumbnails rather than a text list
Email Form
Enhanced Email Form
Email for Interactive Experience Form
Email for Omnichannel Form
How can we make a given email form the default form used?
In the Email Channel, move the form to the top of the list in the Form Order section
In Admin Center -> Productivity -> Email add the form's GUID as the default form
In an Agent Experience Profile, add the form's GUID to the entity experience panel for email
In form settings for the email table in make.powerapps, move the form to the top of the list
Which statement is true about restrictions on email attachments?
Default limit is 5MB which may be increased to 128MB
Default limit is 128MB which may be increased to 1GB
Default limit is 5MB which may be increased to 1GB
Default limit is 128mb which may be increased to 4GB
Where can we change the default email attachment limits?
Environment settings in admin.powerapps
Advanced Settings -> Email Configuration -> Email Configuration Settings
Either of the other options
How can we configure the records shown in a timeline?
Configure the timeline form in make.powerapps
Select a timeline component in a form within make.powerapps
Configure the timeline view in make.powerapps
Admin Center -> Case Settings -> Timeline
We want to create a new form with a timeline component. Which form types can we use?
Card
Quick Create
Main
Any of the other options
From the Items Available to Work subgrid, which option should an agent select to work on a case?
Work
Pick
Release
Adopt
What is the maximum number of child cases that may be associated with a parent case by default?
100
250
500
Unlimited
Which of the following types cannot be converted to a case record
Custom Activity
Lead
Social Activity
You need to enable auto-assign for incoming text conversations. Where can you accomplish this task?
On the SMS workstream
On the SMS channel
On the SMS notification templates
On the SMS notification templates
You are using Dynamics 365 Productivity Tools to automate different actions to help agents as they are assisting customers. You want to be able to automatically refresh a tab after information is updated so that it will reload with the most current information. Which connector should you use?
Productivity Automation
Session Connector
Omnichannel Connector
Omnichannel Connector
You've been asked to configure smart assist for your organization. The company wants smart assist to display related knowledge articles to agents while they work with customers. Which of the following features should you enable that ensures that agents can see knowledge articles that Smart Assist suggests in the Omnichannel for Customer Service user interface?
Agent scripts
Productivity pane
Customer information card
Related panel
You recently configured smart assist for your organization. Smart assist is being used to display related knowledge articles to agents while they work with customers. Agents are reporting that they're seeing article suggestions as intended when with chat channels, but not when they're working with SMS channels. What is the likely reason for this issue?
A bot user wasn't created
The Productivity pane wasn't enabled
A bot user wasn't added to the workstream
A bot user wasn't added to the channel
You recently created a chat channel that you're ready to deploy to your organization's existing Dynamics 365 portal. Where do you need to go in your Dynamics 365 portal app to deploy the necessary code for the chat widget to be embedded in the portal site?
Content snippets
Site settings
Web files
Site markers
You're getting ready to create a new chat channel that is accessible to customers through an external site. Which of the following items is required for you to create and deploy a chat channel?
Operating hours
Workstream
Authentication settings
Geo location information
What is the maximum number of timelines that may be included on a form?
1
5
10
Unlimited
