Microsoft Exam MB-910 Topic 5 Question 52 Discussion

Actual exam question for Microsoft's MB-910 exam

Question #: 52
Topic #: 5

A company implements Dynamics 365 Customer Service for their support desk.

Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.

You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.

What should you implement?

AService level agreements

BCustomer Service Insights

CPower Automate to transfer cases

DKnowledge base management

Show Suggested Answer

Suggested Answer: D

by Lorrine at Aug 06, 2024, 11:22 AM

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Gilberto

9 months ago

Service level agreements could also be important to set clear expectations for resolution time.

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Alberto

9 months ago

I believe Customer Service Insights could also be helpful in analyzing data and improving support desk performance.

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Staci

9 months ago

I agree with Marleen, a Knowledge base management system would help agents share answers and improve consistency.

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Marleen

9 months ago

I think we should implement a Knowledge base management system.

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Kenda

9 months ago

Customer Service Insights could provide valuable data, but Knowledge base management seems more practical for sharing answers.

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Chanel

9 months ago

Knowledge base management all the way! I'd be pulling my hair out if I had to 'recreate the problem' every time. What is this, the stone age?

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Emerson

9 months ago

Absolutely, it's essential for agents to have access to a centralized knowledge base to improve efficiency and customer satisfaction.

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Tatum

9 months ago

I agree, having a knowledge base where agents can share their answers would be a game changer for customer service.

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Katlyn

9 months ago

Knowledge base management is definitely the way to go. It would save so much time and make things more consistent.

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Rikki

10 months ago

Yeah, D) Knowledge base management is the clear choice here. Gotta love when technology can make support agents' lives easier.

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Eugene

8 months ago

D: Absolutely, it's a great way to improve customer satisfaction.

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Xochitl

8 months ago

C: Plus, it would ensure that all agents have access to the same information.

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Santos

9 months ago

B: Yeah, it would make the resolution process much faster and consistent.

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Audra

9 months ago

A: I agree, having a knowledge base would definitely help agents share their answers.

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Adela

10 months ago

D) Knowledge base management is definitely the way to go. Anything to avoid having agents 'recreate the wheel' each time. That sounds like a nightmare!

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Malcolm

9 months ago

I agree, having a centralized knowledge base where agents can easily access and share information will definitely improve consistency and reduce resolution time.

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Odette

9 months ago

Knowledge base management is definitely the way to go. Anything to avoid having agents 'recreate the wheel' each time. That sounds like a nightmare!

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Brunilda

10 months ago

I believe Customer Service Insights could also be helpful in this situation.

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Salena

10 months ago

I agree, D) Knowledge base management is the way to go. Centralizing the knowledge will make it easier for agents to provide consistent and accurate resolutions.

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Flo

10 months ago

I agree with Kenda, a Knowledge base management system would help agents share their answers and improve consistency.

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Tiffiny

10 months ago

D) Knowledge base management seems like the best solution to me. Agents can easily access and share their knowledge and solutions to improve consistency.

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Madalyn

9 months ago

B) Customer Service Insights can provide valuable data and analytics to help identify areas for improvement in the support desk.

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Audry

9 months ago

A) Service level agreements could also help in setting clear expectations for resolution times and improving consistency.

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Mignon

10 months ago

D) Knowledge base management seems like the best solution to me. Agents can easily access and share their knowledge and solutions to improve consistency.

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Kenda

10 months ago

I think we should implement a Knowledge base management system.

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