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This Exam Topic does not have a case study.

This Exam Topic does not have a case study.

Testlet 2

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services

Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees

General

Employees are located in the Pacific and Eastern time zones.

Case representatives

Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.

Customer satisfaction and escalation

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources

•Each employee must use the system.
•Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases

•The system must support live chats, texting, and Twitter.
•Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•Managers must be able to monitor all communication as well as add or delete quick replies.
•Customer satisfaction representatives must be able to read agent scripts and workflows.
•A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•There are two types of queues: regular and escalated.
•Tickets must be routed to the most qualified representative for the illness.
•Tickets assigned to a representative must be automatically placed in that representative's queue.

Requirements. Chat escalation process

•Each division must have one manager for escalations.
•Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•Only escalations must go to the chat bot.
•You must create two types of Omnichannel queues: regular and escalated.
•Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers

•Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•Managers must be able to monitor patient moods during patients’ conversations with representatives.
•Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments

•Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•Nurses and doctors must be booked for 30-minute time slots.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics

•You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•Analytics must be viewable only in the production environment.
•You must ensure that only escalation managers can create workspaces and control access to workspaces
•Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•Case representatives must only be able to view workspaces.
•Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
•

This Exam Topic does not have a case study.

Testlet 5

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.

They have the following three departments that take calls daily:

•Chronic illnesses
•Flu-type illnesses
•Geriatric illnesses

There is a fourth area that monitors for miscellaneous issues.

They are implementing Dynamics 365 Customer Service.

Requirements. Queues

•A queue has to be set up for each department.
•Emails must automatically be routed to the appropriate queue.
•Miscellaneous queues must be visible to everyone.
•The other queues must be visible only to the appropriate department.
•If a case is open more than 30 days, the case must automatically be routed to the supervisor.
•There must be a button on the queue list screen to route a case to a supervisor if requested.

Requirements. Visualizations

•Support representatives must have a real-time view of cases assigned to them, including the status of each case.
•Support representatives must be able to see a graphic view of cases by customer that are assigned to them.

Requirements. Knowledge Base

•Support representatives must use the knowledge base first to try to solve issues.
•Support representatives must be able to reference the knowledge base when it is used to resolve the case.
•The knowledge base article that is used to resolve a case must always be sent to the customer.
•If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.

Requirements. Cases

•The cases must follow a process that includes identify, research, and resolve.
•A confirmation section must be added before the resolve section.
•Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
•In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
•Cases that come in as phone calls must be resolved with seven business days.
•Cases that come in as emails must be resolved within three business days.

Requirements. Surveys

•Lamna Healthcare sends out about 100,000 surveys a month.
•Lamna must use Microsoft Forms Pro for their surveys.
•All surveys must have the company logo.
•The logo’s company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
•A survey must automatically be sent once a case is resolved.
•A manual survey must be sent if a case is escalated.
•A survey must not be sent without confirming that it is accurate.
•Supervisors must test a survey before it is finalized.
•

Testlet 4
Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.

They have the following three departments that take calls daily:

•Chronic illnesses
•Flu-type illnesses
•Geriatric illnesses

There is a fourth area that monitors for miscellaneous issues.

They are implementing Dynamics 365 Customer Service.

Requirements. Queues

•A queue has to be set up for each department.
•Emails must automatically be routed to the appropriate queue.
•Miscellaneous queues must be visible to everyone.
•The other queues must be visible only to the appropriate department.
•If a case is open more than 30 days, the case must automatically be routed to the supervisor.
•There must be a button on the queue list screen to route a case to a supervisor if requested.

Requirements. Visualizations

•Support representatives must have a real-time view of cases assigned to them, including the status of each case.
•Support representatives must be able to see a graphic view of cases by customer that are assigned to them.

Requirements. Knowledge Base

•Support representatives must use the knowledge base first to try to solve issues.
•Support representatives must be able to reference the knowledge base when it is used to resolve the case.
•The knowledge base article that is used to resolve a case must always be sent to the customer.
•If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.

Requirements. Cases

•The cases must follow a process that includes identify, research, and resolve.
•A confirmation section must be added before the resolve section.
•Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
•In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
•Cases that come in as phone calls must be resolved with seven business days.
•Cases that come in as emails must be resolved within three business days.

Requirements. Surveys

•Lamna Healthcare sends out about 100,000 surveys a month.
•Lamna must use Microsoft Forms Pro for their surveys.
•All surveys must have the company logo.
•The logo’s company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
•A survey must automatically be sent once a case is resolved.
•A manual survey must be sent if a case is escalated.
•A survey must not be sent without confirming that it is accurate.
•Supervisors must test a survey before it is finalized.
•

Testlet 3

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Overview

The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company’s needs.

The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

Requirements

Support desk

The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

Case handling

•New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
•The system must automatically create a case when email is received by companies that are not in the system.
•The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
•Users must be able to initiate routing for manually created cases.
•The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
•Main cases must not be closed until all the sub-cases are closed.
•Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
•When importing from the old system, old cases do not need to be routed to the correct support group.

Knowledge base

•Users must be able to search the knowledge base when opening a new case form or when checking on cases.
•Users must be able to use relevant searches and include any customer entities.

Dashboards

•Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
•Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
•Managers need a dashboard that displays weekly statistics for cases and representatives.
•Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

Service-level agreements

•Most customers must be contacted within 90 minutes of their case being opened.
•Some customers can purchase faster service on call backs.
•Emails must be sent to support managers when service-level agreements (SLAs) are missed.
•Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
•SLA KPIs must be tracked in the system.
•SLA KPIs must appear on the case form.
•Cases must be able to be placed on hold if issues arise with related contracts.

Issues

Users report they are not able to search the Knowledge Base.

Testlet 2

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services

Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees

General

Employees are located in the Pacific and Eastern time zones.

Case representatives

Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.

Customer satisfaction and escalation

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources

•Each employee must use the system.
•Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases

•The system must support live chats, texting, and Twitter.
•Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•Managers must be able to monitor all communication as well as add or delete quick replies.
•Customer satisfaction representatives must be able to read agent scripts and workflows.
•A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•There are two types of queues: regular and escalated.
•Tickets must be routed to the most qualified representative for the illness.
•Tickets assigned to a representative must be automatically placed in that representative's queue.

Requirements. Chat escalation process

•Each division must have one manager for escalations.
•Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•Only escalations must go to the chat bot.
•You must create two types of Omnichannel queues: regular and escalated.
•Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers

•Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•Managers must be able to monitor patient moods during patients’ conversations with representatives.
•Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments

•Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•Nurses and doctors must be booked for 30-minute time slots.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics

•You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•Analytics must be viewable only in the production environment.
•You must ensure that only escalation managers can create workspaces and control access to workspaces
•Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•Case representatives must only be able to view workspaces.
•Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
•

This Exam Topic does not have a case study.

Testlet 3

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

•New customers
•Repeat customers
•Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

•The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
•Supervisors monitor chats and live phone calls.

Requirements. Employees

•Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
•Specialists must be assigned to coffee maker calls.
•Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration

•If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
•Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
•Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support

•The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
•The chatbot must have an option to allow users to escalate a conversation to a live representative.
•Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

•Live chat must be available for cases.
•Cases that are escalated must be distributed to the next available agent.
•All other cases must wait for an agent to pick up the case.
•All work must be distributed evenly with no other conditions.
•The number of workstreams and routing rules must be minimized.
•Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
•Tickets must be routed to the most qualified representative for the type of issue reported.
•All representatives must be rated on their specialty knowledge and backup specialty.

Requirements. Device telemetry

The solution must support the following:

•Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
•Provide a place for IoT messages to flow to the device and back to the IoT hub.
•Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
•Provide a place for the company technology to securely connect virtually with the coffee maker customer.

Requirements. Customers

•Customers must be able to sign into an external portal.
•Customers must be able to view their cases and case status information.
•Security must be as restrictive as possible.

Requirements. Surveys

The survey must include the following with minimum development effort:

•A list of questions that rate the service as poor, average, or great
•A question that rates whether the customer would recommend the company
•A question that asks if the customer would like to escalate a case
- If yes, the survey must collect an email address and phone number for the customer.
- If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

•Each survey must be standardized to include the company logo and colors.
•Surveys must be sent out after each ticket closes.
•Quarterly surveys must be sent out to those customers who rated the company poorly.
•Customer surveys must be available in several languages to support global distribution.
•

Testlet 2

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services

Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees

General

Employees are located in the Pacific and Eastern time zones.

Case representatives

Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.

Customer satisfaction and escalation

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources

•Each employee must use the system.
•Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases

•The system must support live chats, texting, and Twitter.
•Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•Managers must be able to monitor all communication as well as add or delete quick replies.
•Customer satisfaction representatives must be able to read agent scripts and workflows.
•A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•There are two types of queues: regular and escalated.
•Tickets must be routed to the most qualified representative for the illness.
•Tickets assigned to a representative must be automatically placed in that representative's queue.

Requirements. Chat escalation process

•Each division must have one manager for escalations.
•Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•Only escalations must go to the chat bot.
•You must create two types of Omnichannel queues: regular and escalated.
•Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers

•Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•Managers must be able to monitor patient moods during patients’ conversations with representatives.
•Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments

•Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•Nurses and doctors must be booked for 30-minute time slots.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics

•You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•Analytics must be viewable only in the production environment.
•You must ensure that only escalation managers can create workspaces and control access to workspaces
•Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•Case representatives must only be able to view workspaces.
•Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.

This Exam Topic does not have a case study.

Testlet 3

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

•New customers
•Repeat customers
•Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

•The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
•Supervisors monitor chats and live phone calls.

Requirements. Employees

•Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
•Specialists must be assigned to coffee maker calls.
•Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration

•If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
•Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
•Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support

•The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
•The chatbot must have an option to allow users to escalate a conversation to a live representative.
•Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

•Live chat must be available for cases.
•Cases that are escalated must be distributed to the next available agent.
•All other cases must wait for an agent to pick up the case.
•All work must be distributed evenly with no other conditions.
•The number of workstreams and routing rules must be minimized.
•Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
•Tickets must be routed to the most qualified representative for the type of issue reported.
•All representatives must be rated on their specialty knowledge and backup specialty.

Requirements. Device telemetry

The solution must support the following:

•Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
•Provide a place for IoT messages to flow to the device and back to the IoT hub.
•Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
•Provide a place for the company technology to securely connect virtually with the coffee maker customer.

Requirements. Customers

•Customers must be able to sign into an external portal.
•Customers must be able to view their cases and case status information.
•Security must be as restrictive as possible.

Requirements. Surveys

The survey must include the following with minimum development effort:

•A list of questions that rate the service as poor, average, or great
•A question that rates whether the customer would recommend the company
•A question that asks if the customer would like to escalate a case
- If yes, the survey must collect an email address and phone number for the customer.
- If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

•Each survey must be standardized to include the company logo and colors.
•Surveys must be sent out after each ticket closes.
•Quarterly surveys must be sent out to those customers who rated the company poorly.
•Customer surveys must be available in several languages to support global distribution.
•

Testlet 2

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services

Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees

General

Employees are located in the Pacific and Eastern time zones.

Case representatives

Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.

Customer satisfaction and escalation

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources

•Each employee must use the system.
•Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases

•The system must support live chats, texting, and Twitter.
•Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•Managers must be able to monitor all communication as well as add or delete quick replies.
•Customer satisfaction representatives must be able to read agent scripts and workflows.
•A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•There are two types of queues: regular and escalated.
•Tickets must be routed to the most qualified representative for the illness.
•Tickets assigned to a representative must be automatically placed in that representative's queue.

Requirements. Chat escalation process

•Each division must have one manager for escalations.
•Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•Only escalations must go to the chat bot.
•You must create two types of Omnichannel queues: regular and escalated.
•Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers

•Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•Managers must be able to monitor patient moods during patients’ conversations with representatives.
•Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments

•Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•Nurses and doctors must be booked for 30-minute time slots.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics

•You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•Analytics must be viewable only in the production environment.
•You must ensure that only escalation managers can create workspaces and control access to workspaces
•Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•Case representatives must only be able to view workspaces.
•Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
•

This Exam Topic does not have a case study.

Testlet 4

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

•New customers
•Repeat customers
•Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

•The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
•Supervisors monitor chats and live phone calls.

Requirements. Employees

•Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
•Specialists must be assigned to coffee maker calls.
•Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration

•If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
•Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
•Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support

•The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
•The chatbot must have an option to allow users to escalate a conversation to a live representative.
•Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

•Live chat must be available for cases.
•Cases that are escalated must be distributed to the next available agent.
•All other cases must wait for an agent to pick up the case.
•All work must be distributed evenly with no other conditions.
•The number of workstreams and routing rules must be minimized.
•Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
•Tickets must be routed to the most qualified representative for the type of issue reported.
•All representatives must be rated on their specialty knowledge and backup specialty.

Requirements. Device telemetry

The solution must support the following:

•Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
•Provide a place for IoT messages to flow to the device and back to the IoT hub.
•Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
•Provide a place for the company technology to securely connect virtually with the coffee maker customer.

Requirements. Customers

•Customers must be able to sign into an external portal.
•Customers must be able to view their cases and case status information.
•Security must be as restrictive as possible.

Requirements. Surveys

The survey must include the following with minimum development effort:

•A list of questions that rate the service as poor, average, or great
•A question that rates whether the customer would recommend the company
•A question that asks if the customer would like to escalate a case
- If yes, the survey must collect an email address and phone number for the customer.
- If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

•Each survey must be standardized to include the company logo and colors.
•Surveys must be sent out after each ticket closes.
•Quarterly surveys must be sent out to those customers who rated the company poorly.
•Customer surveys must be available in several languages to support global distribution.
•

Testlet 3

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.

They have the following three departments that take calls daily:

•Chronic illnesses
•Flu-type illnesses
•Geriatric illnesses

There is a fourth area that monitors for miscellaneous issues.

They are implementing Dynamics 365 Customer Service.

Requirements. Queues

•A queue has to be set up for each department.
•Emails must automatically be routed to the appropriate queue.
•Miscellaneous queues must be visible to everyone.
•The other queues must be visible only to the appropriate department.
•If a case is open more than 30 days, the case must automatically be routed to the supervisor.
•There must be a button on the queue list screen to route a case to a supervisor if requested.

Requirements. Visualizations

•Support representatives must have a real-time view of cases assigned to them, including the status of each case.
•Support representatives must be able to see a graphic view of cases by customer that are assigned to them.

Requirements. Knowledge Base

•Support representatives must use the knowledge base first to try to solve issues.
•Support representatives must be able to reference the knowledge base when it is used to resolve the case.
•The knowledge base article that is used to resolve a case must always be sent to the customer.
•If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.

Requirements. Cases

•The cases must follow a process that includes identify, research, and resolve.
•A confirmation section must be added before the resolve section.
•Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
•In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
•Cases that come in as phone calls must be resolved with seven business days.
•Cases that come in as emails must be resolved within three business days.

Requirements. Surveys

•Lamna Healthcare sends out about 100,000 surveys a month.
•Lamna must use Microsoft Forms Pro for their surveys.
•All surveys must have the company logo.
•The logo’s company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
•A survey must automatically be sent once a case is resolved.
•A manual survey must be sent if a case is escalated.
•A survey must not be sent without confirming that it is accurate.
•Supervisors must test a survey before it is finalized.
•

Testlet 2

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Overview

The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company’s needs.

The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

Requirements

Support desk

The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

Case handling

•New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
•The system must automatically create a case when email is received by companies that are not in the system.
•The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
•Users must be able to initiate routing for manually created cases.
•The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
•Main cases must not be closed until all the sub-cases are closed.
•Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
•When importing from the old system, old cases do not need to be routed to the correct support group.

Knowledge base

•Users must be able to search the knowledge base when opening a new case form or when checking on cases.
•Users must be able to use relevant searches and include any customer entities.

Dashboards

•Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
•Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
•Managers need a dashboard that displays weekly statistics for cases and representatives.
•Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

Service-level agreements

•Most customers must be contacted within 90 minutes of their case being opened.
•Some customers can purchase faster service on call backs.
•Emails must be sent to support managers when service-level agreements (SLAs) are missed.
•Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
•SLA KPIs must be tracked in the system.
•SLA KPIs must appear on the case form.
•Cases must be able to be placed on hold if issues arise with related contracts.

Issues

Users report they are not able to search the Knowledge Base.

Testlet 1

Case Study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:

•Health maintenance organization (HMO)
•Preferred-provider organization (PPO)
•Gold

Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.

Support representatives specialize by and process claims by insurance type.

Humongous Insurance currently accepts claims only by telephone. The call center is open from 06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to 12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.

When a case is received by email, a staff member categorizes the case as email and closes the case immediately.

Current environment

•Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
•The company uses handwritten forms to send claims information to the correct department.
•Each department maintains a workbook to record calls received.

Requirements. Support desk

•Configure the system to track the number of insurance claims filed each year.
•Categorize claims by type as they are opened.
•Configure the system to track staff responsiveness to service-level agreements (SLAs).
•Ensure that business hours reflect the hours that support staff are scheduled.

Requirements. Case handling

•All new cases must be automatically placed into a queue based on insurance type after the type is selected.
•All insurance types need to be automatically moved to the proper queue when the subject is picked.
•All cases must be created and closed immediately when received.
•The status reason must be set to Email Sent or Phone Call.
•Information must be restricted by insurance and phone call type.
•Managers must be alerted when customers reach their limit of 25 cases for the year.
•Changes to cases must not be counted against entitlements until the case is closed.

Requirements. Disputes

•Claim disputes must be categorized as low priority.
•The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.

Requirements. Knowledge base

•A knowledge base must be used as a repository for all answers.
•Representatives must be able to search the knowledge base when opening a new case for similar claims.
•Representatives must be able to search across all entities at all times.
•Searches must check any field in the entity for matches in a single search.
•Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
•Representatives must be able to link the knowledge base to cases when applicable.
•Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
•Representatives must be able to use SQL-like syntax to search the knowledge base.

Requirements. Service-level agreements

When a customer calls to open a claim, the company must respond to the caller within the following time frames:



Requirements. Alerts

•Cases must be flagged when they are past the SLA threshold.
•An email alert must be sent to the manager to indicate an SLA noncompliance.
•An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
•Send an email alert to support managers when disputes are ready to be closed.
•Send an email alert to customers when cases are closed.

Issues

•The current process is all manual and not efficient.
•There is no easy way to determine whether the company is meeting its SLAs.
•Representatives are often inconsistent regarding how they handle customers and answer customer questions.
•There is no accountability for any of the representatives who take calls.
•

This Exam Topic does not have a case study.

Testlet 6

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

•New customers
•Repeat customers
•Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

•The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
•Supervisors monitor chats and live phone calls.

Requirements. Employees

•Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
•Specialists must be assigned to coffee maker calls.
•Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration

•If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
•Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
•Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support

•The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
•The chatbot must have an option to allow users to escalate a conversation to a live representative.
•Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

•Live chat must be available for cases.
•Cases that are escalated must be distributed to the next available agent.
•All other cases must wait for an agent to pick up the case.
•All work must be distributed evenly with no other conditions.
•The number of workstreams and routing rules must be minimized.
•Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
•Tickets must be routed to the most qualified representative for the type of issue reported.
•All representatives must be rated on their specialty knowledge and backup specialty.

Requirements. Device telemetry

The solution must support the following:

•Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
•Provide a place for IoT messages to flow to the device and back to the IoT hub.
•Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
•Provide a place for the company technology to securely connect virtually with the coffee maker customer.

Requirements. Customers

•Customers must be able to sign into an external portal.
•Customers must be able to view their cases and case status information.
•Security must be as restrictive as possible.

Requirements. Surveys

The survey must include the following with minimum development effort:

•A list of questions that rate the service as poor, average, or great
•A question that rates whether the customer would recommend the company
•A question that asks if the customer would like to escalate a case
- If yes, the survey must collect an email address and phone number for the customer.
- If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

•Each survey must be standardized to include the company logo and colors.
•Surveys must be sent out after each ticket closes.
•Quarterly surveys must be sent out to those customers who rated the company poorly.
•Customer surveys must be available in several languages to support global distribution.
•

Testlet 5

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.

They have the following three departments that take calls daily:

•Chronic illnesses
•Flu-type illnesses
•Geriatric illnesses

There is a fourth area that monitors for miscellaneous issues.

They are implementing Dynamics 365 Customer Service.

Requirements. Queues

•A queue has to be set up for each department.
•Emails must automatically be routed to the appropriate queue.
•Miscellaneous queues must be visible to everyone.
•The other queues must be visible only to the appropriate department.
•If a case is open more than 30 days, the case must automatically be routed to the supervisor.
•There must be a button on the queue list screen to route a case to a supervisor if requested.

Requirements. Visualizations

•Support representatives must have a real-time view of cases assigned to them, including the status of each case.
•Support representatives must be able to see a graphic view of cases by customer that are assigned to them.

Requirements. Knowledge Base

•Support representatives must use the knowledge base first to try to solve issues.
•Support representatives must be able to reference the knowledge base when it is used to resolve the case.
•The knowledge base article that is used to resolve a case must always be sent to the customer.
•If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.

Requirements. Cases

•The cases must follow a process that includes identify, research, and resolve.
•A confirmation section must be added before the resolve section.
•Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
•In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
•Cases that come in as phone calls must be resolved with seven business days.
•Cases that come in as emails must be resolved within three business days.

Requirements. Surveys

•Lamna Healthcare sends out about 100,000 surveys a month.
•Lamna must use Microsoft Forms Pro for their surveys.
•All surveys must have the company logo.
•The logo’s company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies.
•A survey must automatically be sent once a case is resolved.
•A manual survey must be sent if a case is escalated.
•A survey must not be sent without confirming that it is accurate.
•Supervisors must test a survey before it is finalized.

Testlet 4

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services

Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees

General

Employees are located in the Pacific and Eastern time zones.

Case representatives

Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.

Customer satisfaction and escalation

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources

•Each employee must use the system.
•Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases

•The system must support live chats, texting, and Twitter.
•Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•Managers must be able to monitor all communication as well as add or delete quick replies.
•Customer satisfaction representatives must be able to read agent scripts and workflows.
•A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•There are two types of queues: regular and escalated.
•Tickets must be routed to the most qualified representative for the illness.
•Tickets assigned to a representative must be automatically placed in that representative's queue.

Requirements. Chat escalation process

•Each division must have one manager for escalations.
•Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•Only escalations must go to the chat bot.
•You must create two types of Omnichannel queues: regular and escalated.
•Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers

•Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•Managers must be able to monitor patient moods during patients’ conversations with representatives.
•Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments

•Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•Nurses and doctors must be booked for 30-minute time slots.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics

•You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•Analytics must be viewable only in the production environment.
•You must ensure that only escalation managers can create workspaces and control access to workspaces
•Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•Case representatives must only be able to view workspaces.
•Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
•

Testlet 3

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Overview

The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company’s needs.

The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

Requirements

Support desk

The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

Case handling

•New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
•The system must automatically create a case when email is received by companies that are not in the system.
•The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
•Users must be able to initiate routing for manually created cases.
•The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
•Main cases must not be closed until all the sub-cases are closed.
•Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
•When importing from the old system, old cases do not need to be routed to the correct support group.

Knowledge base

•Users must be able to search the knowledge base when opening a new case form or when checking on cases.
•Users must be able to use relevant searches and include any customer entities.

Dashboards

•Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
•Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
•Managers need a dashboard that displays weekly statistics for cases and representatives.
•Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

Service-level agreements

•Most customers must be contacted within 90 minutes of their case being opened.
•Some customers can purchase faster service on call backs.
•Emails must be sent to support managers when service-level agreements (SLAs) are missed.
•Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
•SLA KPIs must be tracked in the system.
•SLA KPIs must appear on the case form.
•Cases must be able to be placed on hold if issues arise with related contracts.

Issues

Users report they are not able to search the Knowledge Base.

Testlet 2

Case Study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:

•Health maintenance organization (HMO)
•Preferred-provider organization (PPO)
•Gold

Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.

Support representatives specialize by and process claims by insurance type.

Humongous Insurance currently accepts claims only by telephone. The call center is open from 06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to 12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.

When a case is received by email, a staff member categorizes the case as email and closes the case immediately.

Current environment

•Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
•The company uses handwritten forms to send claims information to the correct department.
•Each department maintains a workbook to record calls received.

Requirements. Support desk

•Configure the system to track the number of insurance claims filed each year.
•Categorize claims by type as they are opened.
•Configure the system to track staff responsiveness to service-level agreements (SLAs).
•Ensure that business hours reflect the hours that support staff are scheduled.

Requirements. Case handling

•All new cases must be automatically placed into a queue based on insurance type after the type is selected.
•All insurance types need to be automatically moved to the proper queue when the subject is picked.
•All cases must be created and closed immediately when received.
•The status reason must be set to Email Sent or Phone Call.
•Information must be restricted by insurance and phone call type.
•Managers must be alerted when customers reach their limit of 25 cases for the year.
•Changes to cases must not be counted against entitlements until the case is closed.

Requirements. Disputes

•Claim disputes must be categorized as low priority.
•The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.

Requirements. Knowledge base

•A knowledge base must be used as a repository for all answers.
•Representatives must be able to search the knowledge base when opening a new case for similar claims.
•Representatives must be able to search across all entities at all times.
•Searches must check any field in the entity for matches in a single search.
•Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
•Representatives must be able to link the knowledge base to cases when applicable.
•Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
•Representatives must be able to use SQL-like syntax to search the knowledge base.

Requirements. Service-level agreements

When a customer calls to open a claim, the company must respond to the caller within the following time frames:



Requirements. Alerts

•Cases must be flagged when they are past the SLA threshold.
•An email alert must be sent to the manager to indicate an SLA noncompliance.
•An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
•Send an email alert to support managers when disputes are ready to be closed.
•Send an email alert to customers when cases are closed.

Issues

•The current process is all manual and not efficient.
•There is no easy way to determine whether the company is meeting its SLAs.
•Representatives are often inconsistent regarding how they handle customers and answer customer questions.
•There is no accountability for any of the representatives who take calls.
•

This Exam Topic does not have a case study.

Testlet 2

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services

Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees

General

Employees are located in the Pacific and Eastern time zones.

Case representatives

Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.

Customer satisfaction and escalation

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources

•Each employee must use the system.
•Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases

•The system must support live chats, texting, and Twitter.
•Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•Managers must be able to monitor all communication as well as add or delete quick replies.
•Customer satisfaction representatives must be able to read agent scripts and workflows.
•A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•There are two types of queues: regular and escalated.
•Tickets must be routed to the most qualified representative for the illness.
•Tickets assigned to a representative must be automatically placed in that representative's queue.

Requirements. Chat escalation process

•Each division must have one manager for escalations.
•Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•Only escalations must go to the chat bot.
•You must create two types of Omnichannel queues: regular and escalated.
•Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers

•Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•Managers must be able to monitor patient moods during patients’ conversations with representatives.
•Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments

•Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•Nurses and doctors must be booked for 30-minute time slots.
•Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics

•You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•Analytics must be viewable only in the production environment.
•You must ensure that only escalation managers can create workspaces and control access to workspaces
•Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•Case representatives must only be able to view workspaces.
•Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
•

Testlet 3

Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

•New customers
•Repeat customers
•Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

•The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
•Supervisors monitor chats and live phone calls.

Requirements. Employees

•Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
•Specialists must be assigned to coffee maker calls.
•Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
- Open an assigned record in a new workspace tab.
- Use a predefined email template when representatives send an email.
- The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration

•If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
•Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
•Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support

•The solution must provide the following website features for external customers:
- Provide support to submit issues.
- Ensure they can log in.
•The chatbot must have an option to allow users to escalate a conversation to a live representative.
•Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

•Live chat must be available for cases.
•Cases that are escalated must be distributed to the next available agent.
•All other cases must wait for an agent to pick up the case.
•All work must be distributed evenly with no other conditions.
•The number of workstreams and routing rules must be minimized.
•Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
•Tickets must be routed to the most qualified representative for the type of issue reported.
•All representatives must be rated on their specialty knowledge and backup specialty.

Requirements. Device telemetry

The solution must support the following:

•Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
•Provide a place for IoT messages to flow to the device and back to the IoT hub.
•Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
•Provide a place for the company technology to securely connect virtually with the coffee maker customer.

Requirements. Customers

•Customers must be able to sign into an external portal.
•Customers must be able to view their cases and case status information.
•Security must be as restrictive as possible.

Requirements. Surveys

The survey must include the following with minimum development effort:

•A list of questions that rate the service as poor, average, or great
•A question that rates whether the customer would recommend the company
•A question that asks if the customer would like to escalate a case
- If yes, the survey must collect an email address and phone number for the customer.
- If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

•Each survey must be standardized to include the company logo and colors.
•Surveys must be sent out after each ticket closes.
•Quarterly surveys must be sent out to those customers who rated the company poorly.
•Customer surveys must be available in several languages to support global distribution.
•