Check your knowledge

  • 3 minutes

Answer the following questions to see what you've learned.

1.

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?

2.

You are creating agent scripts that will be used by agents as they work with customers. You have been asked to include a Greet Customer step that will instruct the agent on what to say to customers. Which script step should you use?

3.

You have been asked to configure smart assist for your organization and they want smart assist to display related knowledge articles to agents while they work with customers. Which of the following option will display smart assist suggestions to agents in the application?