Learn which chart to review for analyzing positive, negative, and neutral responses in a Dynamics 365 Customer Service satisfaction survey. Discover the differences between Sentiment, CSAT, NPS, and Custom Score charts to make the right choice.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
Customers recently completed a satisfaction survey.
You need to review the positive, negative, and neutral response metrics in a chart based on the survey results.
Which chart should you review?
A. Customer Satisfaction (CSAT)
B. Sentiment
C. Custom score
D. Net Promoter Score (NPS)
Answer
B. Sentiment
Explanation
This item tests the candidate’s knowledge of describing and analyzing survey results.
The Sentiment chart shows the opinion of your customers about your service, whether negative, positive, or neutral over a period. The CSAT chart shows the trend of your customer’s satisfaction with your service over a period. This is derived by evaluating the responses to Rating type questions. The NPS chart shows how likely your customers are to recommend your service to a friend or colleague. It tells you how loyal your customers are. The Custom score chart shows your customer’s overall satisfaction level by combining responses from multiple survey questions.
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.