Discover the correct column to use for data mapping when clustering topics in Dynamics 365 Customer Service. Learn why ‘Case Title’ is the best choice for summarizing customer billing issues and generating meaningful topic clusters.
Table of Contents
Question
A company uses Dynamics 365 Customer Service to handle customer billing issues with an online payment system.
Agents use the Case Title column for a summary of the customer issue. The Case table and form are customized with the following columns that are completed by the agent:
- A custom column named Error code that has a single line of text that contains any error code that the payment system displayed.
- A custom choice column named Billing type that has the following values: Subscription, Payment, and Refund.
- A custom column named Billing details that has multiple lines of text that describe the details of the customer issue and the steps the customer performed.
You need to configure data mapping for topic clustering.
Which column should you use?
A. Billing details
B. Billing type
C. Case Title
D. Error code
Answer
C. Case Title
Explanation
This item tests the candidate’s knowledge of configuring topic clustering.
You should use the Case Title column for data mapping. You should use the most appropriate column from the Case table that provides the best description of the issue to cluster topics.
Choice columns, such as Billing type, cannot be used for data mapping because only text columns can be used to cluster topics. Text fields that contain too little information, such as Error code, or too much information, such as Billing details, will not generate meaningful topic clusters.
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.