Learn how to improve Dynamics 365 Customer Service dashboard insights by configuring topic clustering to exclude product names. Discover the best method for filtering and analyzing case volumes effectively.
Table of Contents
Question
A company uses Dynamics 365 Customer Service to handle customer inquiries. Agents enter a free format case title that describes customer issues.
You use the Topics dashboard to understand how topic areas affect case volumes. The topics listed on the dashboard include product names. Product name inclusion reduces the usefulness of the dashboard.
You need to configure topic clustering to disregard product names when users generate topics.
What should you do?
A. Apply a filter to the Topics dashboard.
B. Enter product names in phrases that should be ignored.
C. Select a different column for data mapping.
D. Select a section of text to ignore.
Answer
B. Enter product names in phrases that should be ignored.
Explanation
This item tests the candidate’s knowledge of configuring topic clustering.
You should enter product names in phrases that should be ignored in the data cleaning section. This will disregard those phrases when generating topics. Excluding product and company names from the topics will enable you to better understand what is driving case volumes.
Applying a filter to the Topics dashboard will not disregard product names when generating topics. The filters are applied after topics are generated when viewing the dashboard. Filters do not affect which topics are generated. The Select a section of text to ignore option is used when the column mapped for combines several pieces of data in a structured format separated by symbols. It cannot remove product names when the text is unstructured. Selecting a different column for data mapping will cause different topics to be generated. You should select the column that best summarizes the customer’s issue.
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