Learn how to notify supervisors when customer sentiment drops below a set value in Omnichannel for Customer Service. Discover the correct approach to configuring real-time sentiment analysis for better service monitoring in the MB-230 exam.
Table of Contents
Question
A company uses Omnichannel for Customer Service.
Supervisors must know when customer sentiment in a conversation decreases below a certain value.
You need to ensure that supervisors are notified when sentiment reaches the set value.
What should you do?
A. Enable the Supervisor Monitor setting.
B. Enable real-time customer sentiment analysis.
C. Install the Omnichannel Insights for Dynamics 365 app.
D. Configure the agent threshold for sentiment alerts.
Answer
B. Enable real-time customer sentiment analysis.
Explanation
This item tests the candidate’s knowledge of using sentiment analysis.
Customer sentiment must be enabled before any reporting or alerting can be performed.
The Supervisor Monitor setting controls whether a supervisor can monitor a conversation. It does not alert supervisors when sentiment reduces. Installing the Omnichannel Insights for Dynamics 365 app does not enable sentiment analysis or send alerts. The agent threshold for sentiment alerts is for agents, not supervisors.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.