Configuring Automatic Pre-chat Questions in Dynamics 365 Customer Service.

A.

To make sure that the system automatically asks questions prior to the chat beginning in Dynamics 365 Customer Service with Omnichannel for Customer Service, you should configure a pre-conversation survey. Therefore, the correct answer is A.

A pre-conversation survey is a customizable survey that is displayed to the customer before the conversation begins. This survey can be used to gather information about the customer's issue or to collect other relevant information. By configuring a pre-conversation survey, you can ensure that the customer's issue is routed to the correct agent, which can improve the overall efficiency of the customer service process.

To configure a pre-conversation survey in Dynamics 365 Customer Service, you can follow these steps:

1. In the Omnichannel Administration app, go to the Surveys section.
2. Click New to create a new survey.
3. Enter a name for the survey and select Pre-conversation as the survey type.
4. Add questions to the survey by clicking Add question and selecting the appropriate question type (e.g., multiple choice, rating, text).
5. Configure any additional survey settings, such as the display options and response options.
6. Save the survey.

Once you have configured the pre-conversation survey, it will be displayed to the customer before the conversation begins. The customer will be prompted to complete the survey before they are connected with an agent.