Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coffee uses Dynamics 365

Case Study 5 - Fourth Coffee Background You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers. Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service. Current environment Queues The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

• New customers
• Repeat customers
• Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues. Current environment Employees The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

• The company uses two levels of representatives to help customers with

coffee purchases: entry level and specialists.

• Supervisors monitor chats and live phone calls.

Requirements Employees Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request. Specialists must be assigned to coffee maker calls. Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:

• Open an assigned record in a new workspace tab.
• Use a predefined email template when representatives send an email.
• The system must notify supervisors when customers in a live session

express negative feedback about a service or product. Requirements Configuration

• If a customer starts a chat during non-working business hours, the

first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.

• Chat sessions must start only when the customer selects the chat

icon. Chat must only be available for reorders and coffee maker repairs.

• Subscribers and new orders must always go to a live representative

unless the subscriber chooses the chat icon. Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information. Requirements Support The solution must provide the following website features for external customers:

• Provide support to submit issues.
• Ensure they can log in.

The chatbot must have an option to allow users to escalate a conversation to a live representative. Live representatives must be able to send a customer back to the chatbot. Requirements Distribution of calls

• Live chat must be available for cases.
• Cases that are escalated must be distributed to the next available

agent.

• All other cases must wait for an agent to pick up the case.
• All work must be distributed evenly with no other conditions.
• The number of workstreams and routing rules must be minimized.
• Spanish-speaking customers must be sent to representatives who speak

Spanish fluently.

• Tickets must be routed to the most qualified representative for the

type of issue reported.

• All representatives must be rated on their specialty knowledge and

backup specialty. Requirements Device telemetry The solution must support the following:

• Remotely monitor coffee makers and contact a technician to help

customers with coffee maker support contracts.

• Provide a place for IoT messages to flow to the device and back to

the IoT hub.

• Automatically review messages from coffee makers and open a case when

the system indicates an error with a coffee maker.

• Provide a place for the company technology to securely connect

virtually with the coffee maker customer. Requirements Customers

• Customers must be able to sign into an external portal.
• Customers must be able to view their cases and case status

information.

• Security must be as restrictive as possible.

Requirements Surveys The survey must include the following with minimum development effort:

• A list of questions that rate the service as poor, average, or great
• A question that rates whether the customer would recommend the

company

• A question that asks if the customer would like to escalate a case

o If yes, the survey must collect an email address and phone number for the customer. o If no, another set of questions asking about open issue details must display. The solution must meet the following survey distribution requirements:

• Each survey must be standardized to include the company logo and

colors.

• Surveys must be sent out after each ticket closes.
• Quarterly surveys must be sent out to those customers who rated the

company poorly.

• Customer surveys must be available in several languages to support

global distribution. Drag and Drop Question You need to set up question types to use for the survey. Which question types should you use? To answer, drag the appropriate question types to the correct requirements. Each question type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point. Answer: