Microsoft Dynamics 365 Customer Service — Question 74

A service representative resolves a case for a customer by using Dynamics 365 Customer Service. A Customer Voice survey is automatically sent to the customer to collect feedback. The customer completes the survey and submits it.

You need to review the response details for the completed survey.

What should you do?

Answer options

• A. Review the survey invite record details on the case timeline.
• B. Review the survey response record details on the case timeline.
• C. Open the survey response record to view the details in the record.
• D. Open the survey invite record to view the details in the record.

Correct answer: B

Explanation

The correct answer is B because reviewing the survey response record details will provide the specific feedback submitted by the customer. Options A and D refer to the survey invite, which does not contain the customer's feedback. Option C, while it mentions accessing the survey response, does not specify using the case timeline, which is essential for context.