Preventing Unauthorized Access: Protecting Client's Credit Card Data in Live Chat | Microsoft Dynamics 365 Customer Service Functional Consultant Exam

B.

The correct answer is B. You should configure a data masking rule.

Explanation:

Omnichannel for Customer Service is a solution offered by Microsoft Dynamics 365 Customer Service that enables organizations to provide customers with a seamless experience across multiple channels, such as chat, SMS, email, voice, and social media. With Omnichannel for Customer Service, agents can handle customer inquiries and requests from a unified interface.

When customers engage with an organization using live chat, they may provide sensitive information such as credit card data. To ensure that this information is protected, organizations need to implement appropriate security measures. One such measure is data masking.

Data masking is a technique that hides sensitive data by replacing it with a different value. For example, credit card numbers can be masked by displaying only the last four digits. This way, agents can still see some information about the customer's payment method without being able to view the entire credit card number.

To configure a data masking rule in Dynamics 365 Customer Service with Omnichannel, follow these steps:

1. Go to the Omnichannel Administration app and select the Channels tab.
2. Select the channel you want to configure (in this case, live chat).
3. Under Channel Management, select Data Masking.
4. Create a new data masking rule by selecting the New button.
5. Configure the rule to mask the credit card data in the live chat interface.
6. Save the rule and publish it.

Once the data masking rule is configured and published, agents will no longer be able to view the customer's full credit card number during a live chat session, ensuring that sensitive information is protected.

Therefore, option B is the correct answer.