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Exam MB-901 topic 1 question 32 discussion

Actual exam question from Microsoft's MB-901
Question #: 32
Topic #: 1
[All MB-901 Questions]

A service company has many agents who create cases. Case titles often use different words with the same meaning.
The company wants to use artificial intelligence to quickly and accurately spot trends in service.
You need to recommend a solution for the company.
What should you recommend?

  • A. Sales Insights
  • B. Customer Service
  • C. Customer Service Insights
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Suggested Answer: C 🗳️
by Israr0_0 at Dec. 28, 2020, 7:47 p.m.

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Israr0_0
4 years, 4 months ago
Why the answer was C?
upvoted 2 times
reinaldo
4 years, 4 months ago
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/overview "Dynamics 365 Customer Service Insights helps both agents and customer service managers make better decisions and proactively improve customer satisfaction by using artificial intelligence (AI) and analytics capabilities for Customer Service and Omnichannel. You can empower your teams with insights into customer satisfaction–boosting analytics and AI-powered features to spend less time searching and more time engaging with customers. As an agent, you can leverage real-time similar cases and knowledge article suggestions that are customized for the current context. The AI-driven technology empowers agents to help solve customer issues more quickly, improving resolution rates and customer satistaction."
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