Which tool should you use?

Topic 2, Relecloud

Case study

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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 Microsoft Dataverse.

– 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.

– The company uses vendors to service aircraft.

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 rule for agents must contain the privileges in the default Customer Service Representative security role.

– Log issues as cases. The case form must show variable sections based on the case type. Include a custom entity named Seats and grant agents access to the entity.

– Application use 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.

– Aircraft maintenance 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.

HOTSPOT

You need to recommend a collaboration tool for each group.

Which tool should you use? To answer, select the appropriate tool in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

Explanation:

Box 1: Microsoft Teams

Maintenance supervisors must not have access to Dynamics 365 Customer Service. The supervisors must be able to communicate with the contracts team about contracts.

Box 2: Dynamics 365 Workspace

Aircraft maintenance vendors must have only view and upload privileges to their invoices and receipts.

The Expense management mobile workspace lets users capture and upload a receipt, so that they can attach it to an expense report later.