MB-910 · Question #16
MB-910 Question #16: Real Exam Question with Answer & Explanation
The correct answer is A: Knowledge base with Relevance search. To help temporary employees who are unfamiliar with resolutions find answers quickly: (A) Knowledge base with Relevance search lets agents search for and surface relevant knowledge articles directly from within a case, dramatically speeding up time-to-resolution. (C) Case managem
Question
A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons. Temporary employees take much longer to resolve cases than seasoned employees. You need to recommend features that will help employees find information needed to resolve cases. Which two options should you recommend? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Options
- AKnowledge base with Relevance search
- BParent and Child case settings
- CCase management with Related Similar cases
- DRouting rule sets
Explanation
To help temporary employees who are unfamiliar with resolutions find answers quickly: (A) Knowledge base with Relevance search lets agents search for and surface relevant knowledge articles directly from within a case, dramatically speeding up time-to-resolution. (C) Case management with Related Similar cases surfaces previously resolved cases with similar symptoms, allowing agents to replicate successful resolutions without starting from scratch. Parent and Child case settings (B) manage case hierarchies for escalation or splitting - they do not surface resolution content. Routing rule sets (D) direct cases to the appropriate queue or agent but do not help an assigned agent find answers.
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