Knowledge check

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Choose the best response for each of the questions.

Check your knowledge

1.

What feature of Dynamics 365 Customer Service helps in monitoring the tone of the conversation between the customer and the contact center agent?

Agent Scripts feature

Intelligent routing capabilities

Real time sentiment analysis

2.

What is the primary purpose of Omnichannel Historical Analytics in a customer service context?

To provide supervisors with near real-time insights about customer service performance and customer sentiment across different channels.

To provide real-time updates on customer service agent availability.

To automate customer service responses across various channels.

3.

An agent is currently working in their home session with no other sessions open. They would like to be able to search through their organization's available account list. How would they do that in the application?

From the Application bar.

From the Quick Create button.

From the Customer Summary.

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