Free Microsoft Dynamics MB-230 Actual Exam Questions - Question 5 Discussion
What should you do?
B makes sense; routing rules handle notifications, not just monitoring sentiment.
This one feels like C to me. Turning on the Monitor real-time customer sentiment option seems like the first step to actually detect unhappy patients. Without that, you can’t really trigger any alerts or notifications effectively. B might route once something is flagged, but C sets the foundation.
It’s B because routing rules specifically handle who gets notified in escalation cases.
A/C? I’m thinking A because Omnichannel Insights could track sentiment and trigger notifications when patients are unhappy. C might just turn on monitoring but doesn’t guarantee notifying managers. B sounds more like routing cases, not specifically about alerts for unhappy customers. So A seems like the better fit here.
B, routing rules directly handle escalations to managers.
C