MS-900 Question #19: Real Exam Question with Answer & Explanation

Question

Hotspot Question A company is evaluating solutions to improve their customer service capabilities. When customers call the company, they should be directly routed to the appropriate customer service person. You need to recommend solutions for the company's requirements. Which solutions should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Answer:

Options

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Explanation

Microsoft Teams Phone is the correct solution for both requirements, as it provides Direct Routing for PSTN connectivity and utilizes auto attendants and call queues for routing incoming calls.

Approach. For 'Implement Direct Routing', select 'Microsoft Teams Phone'. Direct Routing is a specific feature of Microsoft Teams Phone that allows organizations to connect their own Session Border Controller (SBC) to the Microsoft Phone System to enable external calling. For 'Connect the correct customer service associate to a customer', select 'Microsoft Teams Phone' again. The scenario clearly states that calling customers must be directly routed to the appropriate person. Microsoft Teams Phone provides Auto Attendants and Call Queues specifically designed to handle inbound call routing and distribute calls to the correct agents or departments.

Common mistakes.

• common_mistake. A common mistake (as seen highlighted in the second exhibit) is selecting Microsoft Viva for the second requirement. Microsoft Viva is an employee experience platform (focused on learning, insights, and engagement) and has absolutely no telephony or call-routing capabilities. Likewise, Outlook People is for contact management, Yammer is an enterprise social network, and Microsoft Stream is an enterprise video service-none of which can route PSTN phone calls.

Concept tested. Microsoft Teams Phone capabilities, specifically Direct Routing, Auto Attendants, and Call Queues.

Reference. https://learn.microsoft.com/en-us/microsoftteams/what-is-phone-system-in-office-365

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