Fundamentals of D365 Customer Service Flashcards
Which of the following Dynamics 365 Customer Service record types would you most likely use to provide a resolution to a commonly encountered problem?
1) Case
2) Knowledge article
3) Queue
2) Knowledge article
Which feature in Dynamics 365 Customer Service is used to help guide customer service representatives through a case lifecycle from beginning to end?
1) Business Process Flow
2) Entitlement
3) Service Level Agreement
1) Business Process Flow
While working on a case, you added a phone call activity to log a call you placed to the customer. Where will the phone call activity be displayed in the case record?
1) Related Panel
2) General Information Section
3) Record Timeline
3) Record Timeline
While working on a case, you added a phone call activity to log a call you placed to the customer. Where on the case record will the phone call activity be displayed?
1) Business process flows
2) Record timeline
3) General information section
2) Record timeline
Which field is searched by default to provide Knowledge Article suggestions?
1) Case title
2) Case descriptions
3) Case number
1) Case title
Which of the following items represents a support contract that provides a customer with a specific amount of support hours over a specified timeframe?
1) Service-level agreement
2) Entitlement
3) Queue
2) Entitlement
Which of the following best describes Omnichannel engagement?
1) A specialized channel for unique communications
2) A channel on Microsoft Stream
3) Meeting your customer on the engagement channel of their choice
3) Meeting your customer on the engagement channel of their choice
Your organization recently started using Dynamics 365 Customer Service Insights to help gain a deeper understanding into critical performance metrics. Customer Service Insights help to provide insight by grouping related cases together into what?
1) Topics
2) Categories
3) Case Hierarchies
1) Topics
An agent is currently working in their home session with no other sessions open. They would like to be able to search through their organization’s available account list. How would they do that in the application?
1) From Session Panel
2) From the Customer Summary
3) From the application bar
3) From the application bar
What does customer service represent?
1) Assistance or advice that a company provides to its customers that buy or use their products or services
2) Customer service interactions are usually handled by using cases
3) Interactiosn can be questions, support, or issues reported by their customers
4) Companies can use call centers or self-service type methods, or both, to handle customer service interactions
What are some factors that drive how a company provides customer service?
1) Rapid response times
2) Customer self-service preferences
3) Omni-Channel Support
4) Customer feedback collection and analysis
How can organizations speed up their handling and response times to customer service issues?
1) Queues - customer service requests can be routed to queues which are often used by specific departments or teams to handle cases more quickly
2) Customer service bots - organizations can use bots to automatically answer common questions that customers have. This frees up a human agent to work on more complex issues
What’s an example of a self-service option that an organization would provide to its customers so they can find their own solutions?
Knowledge base which is a collection of cateogorized support articles and FAQ pages that supply customers solutions to common roadblocks
Knowledge bases are one of the most common self-service options, and they ensure your customers are provided with the correct information directly from the organization
Knowledge bases can be offered through a customer-facing Portal
What does it mean for an organization to provide Omni-Channel Support?
Providing customers the ability to contact support teams through whicever medium they prefer whether it’s by phone, email, social media, and live chat, while ensuring the same level of customer experience across all mediums
How can organizations better identify their customer’s needs and wants?
By using surveys and interviews to collect feedback and perspectives from customers
Why should a company use multiple customer service technologies such as knowledge base portals, chat bots, and others?
1) To reduce the amount of time a customer is waiting for assistance
2) To provide agents with a 360 degree view of what’s happened as a customer moves from one support channel to another
3) To reduce duplicate work from agents by not doing something that’s already been done
What D365 App would agents work in the most?
Customer Service Hub
What’s the definition of a Case?
Cases represent a single incident of service or anything in the contexct of a customer interaction that requires some type of resolution or answer. Customers may have multiple case associated with them at any one time
How are Activities defined?
An activitiy represents supporting records and customer interactions. System default activity types include email, appointment, and phonecall, however customer activities can be made
What is an Entitlement?
Entitlements are used to specify the scope of support services a customer is entitled to. Think of entitlements as support contracts
What is a Knowledge Article?
Informational articles contained within the knowledge base repository, that are used to help customer service reps resolve cases
What are Queues?
A queue is a place or “bucket” to organize activities and cases that are waiting to be processed
How are Service Level Agreements(SLA) defined?
SLAs are a way of tracking and defining what should happen when cases are opened such as how long it should take to respond back to a customer
What are Creation Rules?
Rules that can be applied to different activity types to automatically create D365 records