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Question 19

DRAG DROP -

You are reviewing a list of business requirements submitted by a plumbing company.

The company has the following requirements:

✑ Send articles to technicians to allow technicians to help customers resolve issues.

✑ Track work progress and inspections at customer sites.

✑ Schedule technicians for service appointments.

You need to recommend solutions to meet the customer's requirements.

What should you recommend? To answer, drag the appropriate solutions to the correct business requirements. Each solution 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.

Select and Place:

    Correct Answer:

    Box 1: Dynamics 365 Customer Insights

    Dynamics 365 Customer Insights is a part of Microsoft's customer data platform (CDP) that helps deliver personalized customer experiences. The platform's capabilities provide insights into who your customers are and how they engage with your platform. Unify customer data across multiple sources to get a single view of customers.

    Box 2: Dynamics 365 Field Service

    Dynamics 365 Field Service helps to:

    ✑ Organize and track resolution of customer issues

    ✑ Keep customers updated with the status of their service call and when it's resolved

    Note: The Dynamics 365 Field Service business application helps organizations deliver onsite service to customer locations. The application combines workflow automation, scheduling algorithms, and mobility to set up mobile workers for success when they're onsite with customers fixing issues.

    The Field Service application enables you to:

    ✑ Improve first-time fix rate

    ✑ Complete more service calls per technician per week

    ✑ Manage follow-up work and take advantage of upsell and cross sell opportunities

    ✑ Reduce travel time, mileage, and vehicle wear and tear

    ✑ Organize and track resolution of customer issues

    ✑ Communicate an accurate arrival time to customers

    ✑ Provide accurate account and equipment history to the field technician

    ✑ Keep customers updated with the status of their service call and when it's resolved

    ✑ Schedule onsite visits when it's convenient for the customer

    ✑ Avoid equipment downtime through preventative maintenance

    Box 3: Dynamics 365 Field Service

    Dynamics 365 Field Service: Schedule onsite visits when it's convenient for the customer.

    Incorrect Answers:

    Dynamic 365 Customer Voice empowers your organization to quickly collect and understand omnichannel feedback at scale to build better customer experiences.

    Reference:

    https://docs.microsoft.com/en-us/dynamics365/field-service/overview https://dynamics.microsoft.com/en-us/customer-voice/capabilities

Discussion
bee2

Should be Field Service for all 3.

Joselcd70

According to this article from microsoft, the first answer should be Dynamics 365 Field Services. https://docs.microsoft.com/en-us/dynamics365/field-service/field-service-knowledge-management

sivsrinivas

Absolutely. All the task guides, holograms, and VR AR, with guides are part of FS.

Icky

Customer Insights is for data analysis. Its Field Service for all three of these.

Parth91

The right answer is Field Service for all the 3 scenarios.

Brooklyn_Itself

Field services for all 3. Customer Insights is a customer data platform to unify, match, merge customer data. It does nothing with knowledge articles whatsoever.

giogo

I thought it was correct but after reading the link posted by Joselcd70 i think it should be Field Service for all 3. https://docs.microsoft.com/en-us/dynamics365/field-service/field-service-knowledge-management

rajrutu

this was present today

sivsrinivas

FS for all. Task guide is a part of FS not customer insights

MaitreMelanie

For the first on, there is a possibility to email a knowledge article from a work order. You enter the name of the tech in TO and select "Insert article content". For that reason, I think it should be Field Service all 3.

Edi41

I would say D365 Field Service to all

Vin22CRM

All should be Field Service

nqthien041292

Existed in the today exam 07/2024

LowCodeDeveloper10

All Should be Field Service

Muzera

All Should be Field Service

Asif9923

All Should be Field Service