Testlet 2
Case study
Background
Relecloud provides regional air service in North America. The company uses a variety of systems, apps, and services to manage the business. You are hired to design a new solution to manage passenger information, reservations, and maintenance.
Current environment
– The company uses Microsoft Office 365.
– The company has a custom app for managing and tracking passenger luggage. The app uses Common Data Service
– For flights longer than four hours, passengers receive a meal. Customers can select a meal when they make a reservation and can save the meal choices as a customer preference.
– The company offers two types of meals: standard and vegetarian. Meal types can be temporarily unavailable. The airline is considering offering other meal types, such as gluten-free and low-sodium options.
– The company uses paper-based reservation checklists to help ensure that all the steps for a reservation are complete.
Requirements
Environment
– Ensure that employees can sign in to all Microsoft apps by using one set of credentials per employee
– Minimize the use of third-party products and custom development.
– Reduce customer support call volumes by having the system automatically resolve common issues.
– The security role for agents must contain the privileges in the default Customer Service Representative security role.
– Log issues as cases. The case from must show variable sections based on the case type.
– Include a custom entity named Seats and grant agents access to the entity.
– Application user layout should be role specific.
Agents
– You must standardize the format used by agents to enter customer phone numbers.
– Agents need a solution to replace paper reservation checklists.
– Agents need dashboards to show a current count of all reservations on the entity.
– Agents need a way to track reservation issues.
– Agents need a visual indicator in the interface to determine the reservation step to provide a seamless customer experience.
– Agents need different versions of cancellation policies to send customers. One version must be controllable within the system.
– Agents need to view which pieces of luggage match to each passenger, and then need to add the total on the passenger record.
IT
– IT staff needs a mobile solution to see IT cases at the top of the menu since this is their primary focus.
– IT staff needs a system that is easy to navigate to active cases.
– IT specialists want to design Power BI reports. They need to understand the underlying table relationships of the system.
– IT specialists need a solution that is visual rather than text-based so they can quickly complete their tasks.
Management
– Management requires paginated reports for stakeholders.
– Management wants to provide frequent flyers with better service when the flyers call.
– Managers need to see all customer dashboards at the top of their menu on their mobile device.
Maintenance
– Maintenance supervisors must not have access to Dynamics 365 Customer Service. The supervisors must be able to communicate with the contracts team about contracts.
– All vendors must have only view and upload privileges to their invoices and receipts.
– Contracts with maintenance companies must be stored in Dynamics 365 Customer Service.
You need to provide the IT specialists with design diagrams.
What should you provide?
A . Dynamics 365 Product Visualize
B . AI Builder
C . Business process modeler (BPM)
D . Entity relationship diagram (ERD)
Answer: D
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