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.
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