Exam MB-230 topic 1 question 51 discussion

Actual exam question from Microsoft's MB-230

Question #: 51
Topic #: 1

DRAG DROP
-

A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a predefined project template.

When the company receives all the survey responses, a member of the service team must analyze the results. The member must calculate satisfaction scores to help the service manager identify required efficiency changes for the department.

You need to determine which type of satisfaction metrics to use.

Which metrics should you use? To answer, drag the appropriate metrics to the correct scores. Each metric 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.

Show Suggested Answer

Suggested Answer:

by D365Ninja at May 31, 2023, 1:53 p.m.

Comments

Submit Cancel

D365Ninja

Highly Voted 1 year, 6 months ago

Answer is correct - NPS has a scale of -100 to 100, CSAT has a scale of 0 to 5. Sentiment is either Negative, Neutral or Positive so doesn't apply.

upvoted 5 times

tanioskahi

11 months, 3 weeks ago

Net Promoter Score (NPS): NPS is a metric used to measure customer loyalty. The score is calculated from the NPS-type question by using a scale from 0 through 10. The respondents are grouped as follows: Detractors are those who respond with a score from 0 through 6. Passives are those who respond with a score of 7 or 8. Promoters are those who respond with a score of 9 or 10. https://learn.microsoft.com/en-us/dynamics365/customer-voice/satisfaction-metrics

upvoted 1 times

Nyanne

3 months ago

From the article you shared "The score is a number that can range from –100 to 100." Answer is correct.

upvoted 1 times

...