Agents and Managers Solution

Correct Answer: D

A Solution Architect always starts with the assessment of the out-of-the-box Dynamics 365 functionality for solution implementation.

Then, if the requirements need additional functionality, a Solution Architect reviews the use of Power Platform products and components, including the third-party solutions.

Dynamics 365 CRM applications are model-driven apps built on the Dataverse.

The CRM apps include: Sales - helps users nurture relationships with their customers, collect information about their operations and needs, effectively communicate with prospective customers, and facilitate sales closing.

Customer Service - helps users to manage provided services and focus on customer satisfaction.

Field Service - helps users effective management of the onsite work for solving customers' problems.

Marketing - helps users streamline automatic marketing communication with customers working seamlessly with Sales and using business intelligence.

Microsoft also uses another name for the CRM applications - Dynamics 365 customer engagement apps.

All current Dynamics 365 CRM versions are cloud-based.

Agents' and managers' everyday activities focus on the document workflow and customer problems organized as cases.

When an examiner submits the reports, the new case should appear as a card on the agent's application dashboard under the Active cases panel.

This type of requirement is a direct description of the out-of-the-box Dynamics 365 Customer Service functionality.

You need to recommend LiveSafe to implement the Dynamics 365 Customer Service solution for the agents and branch managers.

As a Solution Architect, avoid too many customizations and extensions because they might increase the solution's technical debt.

Therefore, the most robust solution would be if you can implement the out-of-the-box Dynamics 365 apps functionality.

The Industry accelerators can help you use the predefined Common Data Model schemas for particular industries, like banking, healthcare, education, nonprofit, etc.

Such an approach can substantially cut down project time, costs and jumpstart the project implementation.

All other options are incorrect.

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When it comes to recommending a solution for agents and managers for everyday use, there are several factors to consider such as the organization's size, industry, and business requirements.

However, from the given options, Dynamics 365 Customer Service is the most suitable solution for agents and managers for everyday use. Here's why:

Dynamics 365 Customer Service is a powerful customer service management solution that enables organizations to provide personalized and efficient customer service. It offers several features such as case management, knowledge management, and service level agreements (SLAs) that can help agents and managers streamline their work and provide excellent customer service.

Some of the key benefits of using Dynamics 365 Customer Service include:

1. Streamlined Case Management: With Dynamics 365 Customer Service, agents can easily manage customer inquiries and cases from multiple channels such as email, phone, chat, and social media in a single interface. The solution allows agents to quickly create, update, and close cases, track case history, and escalate cases to higher authorities if needed.

2. Knowledge Management: Dynamics 365 Customer Service comes with an integrated knowledge base that agents can use to access relevant information to help them resolve customer issues faster. Agents can also create and publish articles, FAQs, and other resources to the knowledge base to help customers find answers to their questions.

3. Service Level Agreements (SLAs): Dynamics 365 Customer Service allows organizations to define and manage SLAs to ensure that customer issues are resolved within a specified timeframe. Agents can monitor SLAs and receive alerts if they are at risk of breaching them.

4. Omni-Channel Support: Dynamics 365 Customer Service supports multiple channels such as email, phone, chat, social media, and even bots. This allows organizations to offer a seamless customer service experience across all channels.

5. Analytics and Reporting: Dynamics 365 Customer Service provides agents and managers with real-time analytics and reporting on key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and more. This helps them identify areas for improvement and make data-driven decisions.

Overall, Dynamics 365 Customer Service is a comprehensive solution that can help agents and managers provide efficient and personalized customer service. While other solutions such as custom Power Platform solutions, Dynamics 365 Marketing, and Industry Accelerators can also offer some benefits, they may not provide the same level of functionality and integration as Dynamics 365 Customer Service. Dynamics 365 Field Service is more suitable for field technicians than agents and managers. Customizing Dynamics 365 can also be an option, but it requires significant technical expertise and resources, and may not be as cost-effective as using an out-of-the-box solution like Dynamics 365 Customer Service.