Microsoft Dynamics 365 Fundamentals Practice Exam

Is it necessary to purchase an additional third-party ISV solution for using chat in Omnichannel for Customer Service?

1. Yes, additional purchase is required

2. No, chat is included with Omnichannel

3. Depends on the deployment model

4. Only for certain customer accounts

The correct answer is: No, chat is included with Omnichannel

The correct answer is that chat is included with Omnichannel for Customer Service, meaning no separate purchase of a third-party ISV solution is necessary. Omnichannel for Customer Service is designed to provide seamless interaction across various channels, including chat, without the need for additional solutions. Customers using Dynamics 365 have access to integrated features out-of-the-box, which enhances their service experience. The functionality of chat is built into the platform, intended to deliver a comprehensive customer support experience without added costs for basic features. While other options suggest that additional purchases may be required, they do not reflect the standard offerings of the Omnichannel for Customer Service, which aims to simplify customer service management by bundling essential communication tools. This bundling is part of Microsoft's approach to ensure that organizations can engage with customers through lived experiences without the friction of capitalizing on additional software.