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Exam MB-910 topic 1 question 45 discussion

Actual exam question from Microsoft's MB-910
Question #: 45
Topic #: 1
[All MB-910 Questions]

HOTSPOT -
A company plans to implement new support software.
You need to recommend solutions for the company.
What should you recommend to meet each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

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Suggested Answer:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview
by vladodias at Sept. 5, 2022, 4:03 a.m.

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OmegaA
Highly Voted 1 year, 3 months ago
You want to see all inquiries in one interface, not see the analysis of the inquiries. Therefore, this is not Customer Service Insights
upvoted 9 times
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DimpleG
Highly Voted 1 year, 7 months ago
The last one should be Custome Service Insights. https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics
upvoted 9 times
FabiZamora93
8 months, 1 week ago
Agree as Omnichannel for Customer Service is part of Customer Service Insights "Omnichannel for Customer Service - Customer Service Insights for Omnichannel for Customer Service brings many of the same key operational metrics and features right into your daily contact center operations. Real-time customer sentiment analysis, combined with contextual AI suggestions of relevant cases and knowledge articles, helps agents reduce customer frustration and case resolution times."
upvoted 2 times
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mu1998
Most Recent 4 months, 4 weeks ago
The question 3 needs to be more specific. Combine all customer and employee inquiries into a single interface on Customer Service Insights, through Omnichannel for Customer Service.
upvoted 1 times
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Shariiveer
1 year, 6 months ago
Provided ans are correct
upvoted 1 times
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vladodias
1 year, 8 months ago
Can somebody explain the last one? It should be Customer Service Insights in my opinion...
upvoted 4 times
DimpleG
1 year, 7 months ago
Yes, you are correct, I think the last one should be Customer Service Insights, where can see all cases.
upvoted 4 times
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