Microsoft Dynamics 365 Customer Service — Question 66

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

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A company has a Customer Service deployment.

The company plans to implement the following:

• AI suggestions for contacts in Teams.
• Training information about the capabilities of suggestions.

You need to identify the scenarios where the relevant contacts will be provided to users.

Solution: The average time that suggested contacts use to resolve similar cases.

Does the solution meet the goal?

Answer options

Correct answer: B

Explanation

The proposed solution does not meet the goal because simply using the average time to resolve cases does not ensure that the relevant contacts are offered to users. Effective AI suggestions should consider factors like the specific context of the request and user interactions rather than just average resolution times, making option B the correct choice.