Exam PL-600 topic 1 question 19 discussion

DRAG DROP -
You are reviewing a list of business requirements submitted by a plumbing company.
The company has the following requirements:
✑ Send articles to technicians to allow technicians to help customers resolve issues.
✑ Track work progress and inspections at customer sites.
✑ Schedule technicians for service appointments.
You need to recommend solutions to meet the customer's requirements.
What should you recommend? To answer, drag the appropriate solutions to the correct business requirements. Each solution may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:

Suggested Answer:
Box 1: Dynamics 365 Customer Insights
Dynamics 365 Customer Insights is a part of Microsoft's customer data platform (CDP) that helps deliver personalized customer experiences. The platform's capabilities provide insights into who your customers are and how they engage with your platform. Unify customer data across multiple sources to get a single view of customers.
Box 2: Dynamics 365 Field Service
Dynamics 365 Field Service helps to:
✑ Organize and track resolution of customer issues
✑ Keep customers updated with the status of their service call and when it's resolved
Note: The Dynamics 365 Field Service business application helps organizations deliver onsite service to customer locations. The application combines workflow automation, scheduling algorithms, and mobility to set up mobile workers for success when they're onsite with customers fixing issues.
The Field Service application enables you to:
✑ Improve first-time fix rate
✑ Complete more service calls per technician per week
✑ Manage follow-up work and take advantage of upsell and cross sell opportunities
✑ Reduce travel time, mileage, and vehicle wear and tear
✑ Organize and track resolution of customer issues
✑ Communicate an accurate arrival time to customers
✑ Provide accurate account and equipment history to the field technician
✑ Keep customers updated with the status of their service call and when it's resolved
✑ Schedule onsite visits when it's convenient for the customer
✑ Avoid equipment downtime through preventative maintenance
Box 3: Dynamics 365 Field Service
Dynamics 365 Field Service: Schedule onsite visits when it's convenient for the customer.
Incorrect Answers:
Dynamic 365 Customer Voice empowers your organization to quickly collect and understand omnichannel feedback at scale to build better customer experiences.
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/overview https://dynamics.microsoft.com/en-us/customer-voice/capabilities