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Exam MB-600 topic 1 question 7 discussion

Actual exam question from Microsoft's MB-600

Question #: 7
Topic #: 1

A company provides professional development certifications to technologists around the world. The company uses multiple call centers to support customers. The company plans to implement Dynamics 365 Customer Service.
The company must increase productivity for call center employees. The solution must meet the following requirements:
✑ Handle multiple customer interactions at once.
✑ Ensure that users can access information from several business applications.
Interact with customers by using the following channels: chat, phone calls, emails, and online reviews

✑ Implement all functionality in a single interface
You need to recommend a solution that meets the requirements of the company.
What should you recommend?

A. Omnichannel for Customer Service
B. Live Assist for Microsoft Dynamics 365 Powered by CafeX
C. LinkedIn connector
D. Unified Service Desk

Show Suggested Answer

Suggested Answer: D 🗳️

by Gkane at Sept. 26, 2020, 6:47 a.m.

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Gkane

Highly Voted 4 years, 9 months ago

Omni channel is the right answer

upvoted 9 times

league

4 years, 3 months ago

Agreed. "Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective."

upvoted 1 times

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ExamDoug

Most Recent 4 years, 4 months ago

USD is the correct answer. Why not answer C Omni Channel because : Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS and social channels.

upvoted 2 times

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fhqhfhqh

4 years, 4 months ago

This questions was in exam

upvoted 1 times

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samiaou08

4 years, 5 months ago

USD is correct

upvoted 1 times

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SURAS

4 years, 6 months ago

Answer is USD ; https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/304960/difference-between-unified-service-desk-4-0-and-omni-channel-engagement-hub/902192#:~:text=Difference%20between%20Unified%20Service%20Desk%204.0%20and%20Omni%20Channel%20Engagement%20Hub,-Suggested%20Answer&text=USD%20is%20a%20Clientside%20application,an%20interaction%20with%20a%20customer.&text=Omni%20Channel%2C%20on%20the%20other,THE%20interaction%20with%20the%20customer.

upvoted 4 times

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Warmsheep

4 years, 6 months ago

I think USD is correct. “Access information from several business apps” is the key I think. “You can aggregate customer information from different areas in the model-driven apps and external applications into an integrated desktop that provides a 360° view of the customer interactions.” https://docs.microsoft.com/en-us/dynamics365/unified-service-desk/understand-unified-service-desk-concepts?view=dynamics-usd-4.1

upvoted 2 times

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paulojorge

4 years, 9 months ago

Omnichannel for Customer Service, has nothing about Business Applications.

upvoted 3 times

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PravinGodbole

4 years, 9 months ago

As per overview: Omnichannel for Customer Service is a single interface for various communication channels. As an agent, you can use queues to manage the work items that are assigned to you via queues. Therefore, you can focus on the tasks at hand and ensure better customer service. so it handle one at a time

upvoted 1 times

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Tryly

4 years, 9 months ago

I don't think Omnichannel supports multiple sessions with multiple apps per session. USD does.

upvoted 1 times

Saketk

4 years, 8 months ago

As per the documents it does, i think OmniChannel is correct

upvoted 3 times

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