Exam Question
You are customizing an Omnichannel for Customer Service implementation.
A call center wants to enable a Chat channel for unauthenticated chats with the following requirements:
- Chat must auto detect a customer for agents.
- A chat widget must be embedded in a specific domain.
You need to customize the solution that meets the requirements.
Which two options you should select? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. pre-chat survey
B. visitor location
C. proactive chat
D. widget location
Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.
Correct Answer
C. proactive chat
D. widget location
Explanation 1
To meet the requirements for enabling a chat channel for unauthenticated chats with auto-detection of customers and embedding the Chat Widget in a specific domain, you should select the following two options:
B. Visitor Location
D. Widget Location
Explanation:
B. Visitor Location: Enabling visitor location allows the chat system to automatically detect the customer’s location, which can help agents to better understand the context of the customer’s inquiry. This feature can be useful for providing personalized assistance and improving the overall customer experience.
D. Widget Location: Specifying the widget location ensures that the chat widget is embedded only in the desired domain. This helps to maintain control over where the chat functionality is available and ensures that it is accessible only on the intended website.
Option A (pre-chat survey) and Option C (proactive chat) are not directly related to the requirements mentioned. A pre-chat survey is used to gather information from the customer before the chat begins, while proactive chat allows agents to initiate a chat with a customer based on certain triggers or conditions.
Explanation 2
The correct answers are B. visitor location and D. widget location.
To meet the requirement that chat must auto detect a customer for agents, you need to configure Omnichannel for Customer Service to use visitor location. This will allow agents to see the customer’s location when they open a chat session.
To meet the requirement that a chat widget must be embedded in a specific domain, you need to configure the widget location. This will allow you to specify the domain where the widget will be displayed.
The other options are not necessary to meet the requirements.
- A. pre-chat survey is not necessary, as the customer does not need to be authenticated to start a chat session.
- C. proactive chat is not necessary, as the customer is already initiating the chat.
Here are the detailed steps on how to configure Omnichannel for Customer Service to meet the requirements:
- In Omnichannel Administration, go to Settings > Visitor Location.
- Enable Use Visitor Location.
- Select the Location Provider that you want to use.
- Save your changes.
- In Omnichannel Administration, go to Settings > Widget Location.
- Enter the domain where you want the widget to be displayed.
- Save your changes.
Once you have completed these steps, chat will be enabled for unauthenticated chats and the chat widget will be embedded in the specified domain.
Explanation 3
The correct answers are B and D. You should select visitor location and widget location.
The visitor location option allows the chat to auto-detect the customer’s location for agents. This is useful because it allows agents to quickly identify where the customer is located and provide more personalized support.
The widget location option allows you to embed the chat widget in a specific domain. This is useful because it ensures that the chat widget is only available on the specified domain and not on other domains.
The pre-chat survey option is used to collect information from customers before they start chatting with an agent. This is useful because it allows agents to quickly identify the customer’s needs and provide more personalized support. However, this option is not required for unauthenticated chats.
The proactive chat option is used to initiate a chat with customers before they start chatting with an agent. This is useful because it allows agents to quickly identify the customer’s needs and provide more personalized support. However, this option is not required for unauthenticated chats.
Explanation 4
A. pre-chat survey
D. widget location
Explanation:
To meet the call center’s requirements for unauthenticated chats with auto detection of the customer for agents and embedded chat widget in a specific domain, you should use the following options:
A. Pre-chat survey: Configure a pre-chat survey to gather information from the customer before the chat session starts. This will help agents to identify the customer based on the details provided in the survey, even if the customer is not authenticated. The pre-chat survey can be customized to include fields like name, email address, and other identifying information to help agents better recognize and handle the incoming chats.
D. Widget location: To embed the chat widget within the specified domain, configure the widget location in Omnichannel for Customer Service settings. This allows you to define the website domain where the chat widget is supposed to be embedded. The chat widget will be displayed only on the pages of the specified domain; as a result, the chat channel is restricted to that specific domain as required by the call center.
By utilizing both the pre-chat survey and widget location, you will be able to customize the Omnichannel for Customer Service implementation according to the call center’s requirements.
Explanation 5
The correct answer is B. visitor location and D. widget location.
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.
To enable a chat channel for unauthenticated chats with the following requirements:
- Chat must auto detect a customer for agents.
- A chat widget must be embedded in a specific domain.
You need to select the following options:
B. visitor location: This option allows you to track the customer’s location based on their IP address and display it to the agent in the customer summary panel. This can help the agent identify the customer and provide personalized service.
D. widget location: This option allows you to specify the domain where you want to embed the chat widget. This can help you control where the chat channel is available and prevent unauthorized access.
The other options are incorrect because:
A. pre-chat survey: This option allows you to collect information from the customer before starting a chat session, such as name, email, or issue type. This is not required for unauthenticated chats, and it does not help with auto detection or widget embedding.
C. proactive chat: This option allows you to initiate a chat session with the customer based on certain triggers, such as time spent on a page, number of visits, or cart value. This is not required for unauthenticated chats, and it does not help with auto detection or widget embedding.
Explanation 6
The correct answers are B. visitor location and D. widget location.
- Visitor location can be used to auto detect a customer for agents. When a customer visits a website, their location can be determined using their IP address. This information can then be used to identify the customer in Dynamics 365 Customer Service.
- Widget location can be used to embed a chat widget in a specific domain. When a customer visits a website, the chat widget can be displayed only if the website is located in the specified domain.
Here are the reasons why the other options are not correct:
- Pre-chat survey is not used to auto detect a customer for agents. A pre-chat survey is a questionnaire that is displayed to customers before they start a chat conversation. The survey can be used to gather information about the customer’s issue before the agent starts working on it.
- Proactive chat is a feature that allows agents to initiate chat conversations with customers. This feature is not required to meet the requirements in this question.
Here are some additional details about the two correct options:
- Visitor location can be configured in the Chat Settings in Dynamics 365 Customer Service. The Location tab allows you to specify the countries or regions where the chat widget will be displayed.
- Widget location can be configured in the Widget Settings in Dynamics 365 Customer Service. The Domain tab allows you to specify the domains where the chat widget will be displayed.
Explanation 7
Omnichannel for Customer Service is a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. One of the channels available is Chat, which is an engagement channel that enables your agents to connect with customers in real-time.
To customize a chat channel for unauthenticated chats with the requirements you specified, you should select the following two options:
- Widget location: This option allows you to specify the domain where the chat widget will be embedded. You can also configure the widget appearance and behavior.
- Visitor location: This option allows you to enable or disable visitor location detection for chat sessions. This can help agents identify customers based on their geographic location.
A pre-chat survey is not required for unauthenticated chats, as it is used to collect customer information before starting a chat session. A proactive chat is not related to customer identification or widget embedding, as it is used to initiate a chat session with a customer based on certain triggers or conditions.
Explanation 8
The correct answers are B and D.
According to the documentation of Omnichannel for Customer Service, visitor location and widget location are two options that can help meet the requirements.
- Visitor location: This option enables agents to see the customer’s location based on their IP address. This can help auto detect a customer for agents and provide relevant information or assistance.
- Widget location: This option allows administrators to specify the domain where the chat widget will be embedded. This can help restrict the chat channel to a specific domain and prevent unauthorized access.
The other options are incorrect because:
- Option A: Pre-chat survey is a feature that allows customers to provide some information before starting a chat session, such as their name, email, or issue. This is not required for unauthenticated chats and does not help auto detect a customer or embed a chat widget.
- Option C: Proactive chat is a feature that allows agents to initiate a chat session with customers based on certain triggers or rules. This is not required for unauthenticated chats and does not help auto detect a customer or embed a chat widget.
Explanation 9
The correct answers are B. visitor location and D. widget location.
To meet the requirement that chat must auto detect a customer for agents, you can use the visitor location feature. This feature allows you to associate a customer with a chat session based on their IP address. This can be helpful if the customer is not authenticated, or if they do not have a CRM record.
To meet the requirement that a chat widget must be embedded in a specific domain, you can use the widget location feature. This feature allows you to specify the domains where the chat widget can be embedded. This can be helpful if you want to restrict access to the chat widget to specific websites or applications.
Here are the reasons why the other options are not correct:
- A. pre-chat survey is not necessary to auto detect a customer for agents.
- C. proactive chat is not necessary to auto detect a customer for agents. Proactive chat is a feature that allows agents to initiate chats with customers.
Here are some additional details about the two features:
- Visitor location is a feature that allows you to associate a customer with a chat session based on their IP address. This can be helpful if the customer is not authenticated, or if they do not have a CRM record. To use visitor location, you will need to enable it in the Omnichannel for Customer Service settings. You will also need to configure the IP address ranges that you want to associate with specific customers.
- Widget location is a feature that allows you to specify the domains where the chat widget can be embedded. This can be helpful if you want to restrict access to the chat widget to specific websites or applications. To use widget location, you will need to enable it in the Omnichannel for Customer Service settings. You will also need to specify the domains where you want the chat widget to be embedded.
Explanation 10
To meet the requirements of enabling a chat channel for unauthenticated chats with auto detection of customers for agents and embedding a chat widget in a specific domain, you should select the following two options:
A. pre-chat survey
D. widget location
Explanation:
A. Pre-chat survey: By using a pre-chat survey, you can gather necessary information from the customer before the chat starts. This allows the system to auto-detect the customer and provide relevant information to the agents. The pre-chat survey helps in identifying the customer without requiring them to authenticate explicitly, fulfilling the requirement of auto-detecting customers for agents.
D. Widget location: The widget location refers to embedding the chat widget in a specific domain. This allows you to place the chat widget on a specific website or webpage within the desired domain. By embedding the widget in the specific domain, you can ensure that it is accessible only from that domain, fulfilling the requirement of embedding the chat widget in a specific domain.
B. Visitor location: The visitor location option is not directly related to the given requirements. It enables you to gather the geographical location of the visitor, which can be useful for routing or other purposes. However, it does not specifically address the auto detection of customers for agents or the embedding of the chat widget in a specific domain.
C. Proactive chat: Proactive chat refers to initiating a chat conversation with visitors based on predefined rules or triggers. While proactive chat can be a valuable feature for engaging customers, it is not directly related to the given requirements of auto detection of customers for agents or embedding the chat widget in a specific domain.
Therefore, options A (pre-chat survey) and D (widget location) are the correct choices for customizing the Omnichannel for Customer Service implementation to meet the specified requirements.
Explanation 11
Answer: B and D
Explanation: To enable a chat channel for unauthenticated chats, you need to select the visitor location and widget location options.
The visitor location option allows the chat to auto detect a customer for agents based on their IP address, browser, and device information. This option also enables geolocation tracking and mapping of customers.
The widget location option allows the chat widget to be embedded in a specific domain by specifying the URL of the website where the chat widget will appear. This option also enables cross-domain authentication and security.
The pre-chat survey option is not required for unauthenticated chats, as it is used to collect information from customers before they start a chat session, such as their name, email, phone number, and reason for contacting.
The proactive chat option is not required for unauthenticated chats, as it is used to initiate a chat session with customers based on certain triggers, such as time spent on a page, number of pages visited, or cart value.
Reference
- Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant – Certifications | Microsoft Learn
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate – Certifications | Microsoft Learn
- Functional consultant – Training | Microsoft Learn
- Introduction to Omnichannel for Customer Service | Microsoft Learn
- Study guide for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant | Microsoft Learn
- What is Omnichannel Customer Service? | IBM
- What is Omnichannel Customer Service? | Genesys
- Omnichannel for Customer Service – Notifications | Microsoft Dynamics 365 (neilparkhurst.com)
- @microsoft/omnichannel-chat-sdk – npm (npmjs.com)
- Configure Chat Channel in Omnichannel for Customer Service – TechAir (techairgroup.com)
- Omni Channel Engagement Hub: Configuring Chat Authentication – Everything D365 (triciasinclair.com)
- OmniChannel Chat Authentication Not Working As Expected – Dynamics 365 Customer Service Forum Community Forum
- Configure authentication settings | Microsoft Learn
The post MB-230 Q&A: Options to enable a chat channel for unauthenticated chats. appeared first on PUPUWEB - Information Resource for Emerging Technology Trends and Cybersecurity.
This post first appeared on PUPUWEB - Information Resource For Emerging Technology Trends And Cybersecurity, please read the originial post: here
