Microsoft MB-230 Microsoft Dynamics 365 for Customer Service 09 31Oct2024 - Practice Quiz

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A customer service manager at a retail company wants to analyze the performance of their support team over the last quarter. They need to create a report that includes the total number of tickets resolved, the average resolution time, and the customer satisfaction score for each agent. The manager also wants to segment the data by product category to identify trends. Which of the following approaches would best facilitate the creation of this comprehensive report in Microsoft Dynamics 365?

Utilize the built-in reporting tools to create a custom report that aggregates ticket data, calculates averages, and segments by product category using filters and grouping options.

Export the ticket data to Excel, perform calculations manually, and create charts to visualize the results before importing them back into Dynamics 365.

Use a third-party reporting tool that integrates with Dynamics 365 to pull data and generate the report, relying on pre-built templates for analysis.

Create a dashboard in Dynamics 365 that displays individual agent performance metrics but does not include segmentation by product category.

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