AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ94

Implement channels

Customer service representatives (CSRs) at a company use a chat channel in Dynamics 365 Customer Service.

The company wants to improve incoming-chat handling as follows:

  • Email addresses must be captured for customer verification before engaging the customer.
  • The reason for contact must be captured before the chat begins and used for routing.

You need to configure the chat channel to meet these requirements. Which action should you perform for each requirement?

Select
Capture customer email addresses before chat starts.
Send chats to CSRs based on issue category.
Explanation

A required pre-chat survey field collects an email address before the conversation begins. The contact reason can be captured as a survey response, and routing rules can use that response as a condition to direct the chat to the appropriate CSR.

Learn more

Community Discussion

No comments yet. Be the first to start the discussion!