Customer Service Analytics and Insights Flashcards
6 cards from real Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Service Analytics and Insights flashcards as text
What is 'CSAT' and how is it measured in Dynamics 365 Customer Service?
Answer: Customer Satisfaction Score — measured through post-interaction surveys sent after case resolution
CSAT (Customer Satisfaction) measures how satisfied customers are with their service experience, typically collected via automated surveys sent after case resolution.
What is the 'Unified Interface' and why is it important for analytics in Dynamics 365?
Answer: A responsive, role-tailored interface that consolidates dashboards and reports across all Dynamics 365 apps
The Unified Interface provides a consistent, responsive experience where agents and managers can access role-specific dashboards, reports, and records from any device.
What is a 'real-time analytics report' in Dynamics 365 Customer Service?
Answer: A live dashboard showing current queue health, agent activity, and ongoing conversation metrics without page refresh delays
Real-time analytics dashboards in Omnichannel display up-to-the-minute metrics on active queues, agent states, and conversation volumes, enabling immediate operational decisions.
What does the 'First Contact Resolution (FCR)' metric measure?
Answer: The percentage of issues resolved during the customer's initial interaction without requiring follow-up
First Contact Resolution measures the percentage of customer issues resolved completely during the first interaction, a key indicator of service efficiency and customer experience quality.
What is the purpose of 'historical analytics' in Dynamics 365 Customer Service?
Answer: To analyze past performance data and trends to inform staffing, process improvements, and strategy
Historical analytics provide trend analysis over selected time periods, enabling managers to identify patterns, evaluate past performance, and make strategic decisions.
What data does the 'Conversation Intelligence' feature analyze in Dynamics 365?
Answer: Voice call recordings and transcripts to provide insights on agent performance, sentiment, and key topics discussed
Conversation Intelligence analyzes call transcripts and recordings using AI to surface agent coaching opportunities, sentiment trends, and frequently discussed topics.
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