Microsoft Exam MB-910 Topic 7 Question 42 Discussion

Actual exam question for Microsoft's MB-910 exam

Question #: 42
Topic #: 7

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 Benedict at Apr 11, 2024, 06:49 PM

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Mireya

5 hours ago

What about Service Level Agreements (SLAs)? Couldn't those help set clear expectations for resolution times and drive more consistent service? Just a thought. Although, the knowledge base idea does seem like the most comprehensive solution here.

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Wilda

7 hours ago

That's an interesting idea, but I don't think it directly addresses the problem of inconsistent answers. The knowledge base seems like the most straightforward solution.

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Kathryn

1 days ago

Haha, yeah, those 'let me try to recreate it' moments are the worst. I can just imagine the customers on the other end, tapping their feet impatiently. Knowledge base management is definitely the way to go, in my opinion. It'll save time and keep everyone on the same page.

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Ressie

2 days ago

Oooh, what about Customer Service Insights? That could give you some great analytics on customer satisfaction and help identify areas for improvement.

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Kenneth

2 days ago

I agree, knowledge base management seems like the most logical solution here. Agents need a centralized repository of solutions and best practices to ensure consistent and efficient resolutions. Anything to avoid those dreaded 'I don't know, let me try to recreate it' moments!

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Ahmad

3 days ago

Ooh, this is a tricky one! I've heard knowledge base management is the way to go, but I'm wondering if Power Automate could help streamline the case transfer process too. What do you all think?

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Ahmad

3 days ago

I'm not sure about that. Power Automate is more for automating processes, not necessarily improving knowledge sharing. I think the knowledge base is the way to go here.

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Cristen

4 days ago

What about using Power Automate to transfer cases? That could help distribute the workload and ensure no issues fall through the cracks.

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Albert

6 days ago

I agree with Merissa. A knowledge base would allow agents to quickly access pre-written solutions and best practices, leading to faster and more consistent resolutions.

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Merissa

8 days ago

This question is a classic Dynamics 365 Customer Service scenario. Implementing a knowledge base management system seems like the obvious choice to improve consistency and reduce resolution time.

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