Module Assessment

1.

How does reporting and analytics in Dynamics 365 Contact Center support business improvement?

By providing interactive dashboards and predictive insights

By tracking only real-time data

By limiting access to historical data

2.

Which feature in Dynamics 365 Contact Center helps agents manage multiple customer conversations efficiently?

Proactive chat

Session management

Sentiment analysis

3.

In the case lifecycle, what does the Intent Agent do?

Schedules follow-up activities

Assigns priority to cases

Analyzes case description and tags the case with intent

4.

Which routing method is best for ensuring work is only assigned to agents who are currently available?

Skills-based routing

Capacity-based routing

Shift-based routing

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