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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Aja

6 months ago

I've heard that Customer Service Insights can also provide useful data for improving support desk performance.

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Sang

6 months ago

True, SLAs are important too, but knowledge base would directly address the issue of inconsistent answers.

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Lindsey

6 months ago

But wouldn't Service level agreements help set expectations for resolution times?

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Aja

6 months ago

I agree, having a knowledge base would help agents share answers and improve consistency.

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Sang

6 months ago

I think we should implement a Knowledge base management system.

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Dorethea

7 months ago

Yes, transferring cases automatically could definitely help, but having a knowledge base is essential for sharing answers.

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Tamesha

7 months ago

But wouldn't using Power Automate to transfer cases also help improve efficiency?

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Kiley

7 months ago

I agree with that. It would help agents access information quickly and provide consistent answers.

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Deangelo

7 months ago

I think we should implement a knowledge base management system.

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Markus

6 months ago

Service level agreements could also help in setting clear expectations with customers.

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Lili

7 months ago

We should also consider implementing Customer Service Insights to track performance.

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Rex

7 months ago

I agree, a knowledge base management system can help agents access consistent answers.

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Mireya

8 months 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

8 months 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

8 months 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

8 months 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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Merissa

7 months ago

C) Using Power Automate to transfer cases could streamline the process and improve efficiency.

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Ranee

7 months ago

D) Knowledge base management is definitely a must-have in this scenario.

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Temeka

7 months ago

D) Implementing a knowledge base management system could help agents access information more efficiently.

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Elouise

7 months ago

B) Customer Service Insights could provide valuable data for improving customer satisfaction.

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Viola

7 months ago

A) Service level agreements could help set clear expectations for resolution times.

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Herminia

7 months ago

D) Knowledge base management could also be helpful in this situation.

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Royal

8 months ago

B) Customer Service Insights sounds like a good option.

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Kenneth

8 months 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

8 months 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

8 months 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

8 months 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

8 months 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 months 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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