MB-230 · Question #206
You are assisting a retail company that runs Dynamics 365 Customer Service. A junior support agent has a chat session open with a customer. The agent attempts several steps to resolve an issue. The at
The correct answer is D. Summarize conversation. Dynamics 365 Contact Center, Use Copilot to summarize conversations Copilot conversation summaries provide context and relay the steps that you took to solve the issue. You can summarize chat and transcribed voice conversations. https://learn.microsoft.com/en-us/dynamics365/conta
Question
You are assisting a retail company that runs Dynamics 365 Customer Service. A junior support agent has a chat session open with a customer. The agent attempts several steps to resolve an issue. The attempts are unsuccessful. The agent transfers the chat session to a supervisor. You need to recommend a feature that the supervisor can use to quickly understand the context of the issue. Which feature should you recommend?
Exhibit
Options
- AAsk a Question
- BSmart assist
- CSummarize case
- DSummarize conversation
How the community answered
(64 responses)- A9% (6)
- B16% (10)
- C3% (2)
- D72% (46)
Explanation
Dynamics 365 Contact Center, Use Copilot to summarize conversations Copilot conversation summaries provide context and relay the steps that you took to solve the issue. You can summarize chat and transcribed voice conversations. https://learn.microsoft.com/en-us/dynamics365/contact-center/use/copilot-summarize-
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