What should you use?

Topic 5, Alpine Ski

Case Study

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Background

Alpine Ski Mouse sells a variety of ski and outdoor equipment, including, apparel And digital content to retailers and wholesalers located in the United States. The central distribution center, accounting and customer service center are located in the company’s headquarters in the building in the state of Colorado. The company also has an additional warehouse in the state of New York. The company is known for its customer-friendly policies.

Current Environment

• Alpine-Ski Mouse currently has an outdated accounting system that is not connected to the New York warehouse.

• The warehouse system contains inventory quantities, but does not have costing, therefore the FiFO principles ere applied through spreadsheet calculations at month end.

• Alpine Ski Mouse has worked 10 create a future state roadmap as a foundation tor growth. They have decided to implement Dynamics 365 cloud applications and must limn, the amount of on-premises hardware as they are not starred for support. They are expecting to implement required devices for warehouse application to support WNS only.

• The customer service center places phone orders on behalf of wholesalers and retailers.

• The customer service team provides concierge services to the top 20 largest customers. Each customer service team member is assigned to 5 customers as the customer’s dedicated customer service representative

• The call center has a phone system that records calls and Stores the call duration.

• Data is a combination of systems that are disconnected to include warehouse and

accounting. Customer records and consumer records are stored in the call center third – party system. Excel spreadsheets are used for consolidated reporting from these systems.

• Alpine Ski House enable business partners to place their own B2R orders on the web as well as manage their own users.

• The company has decided to expand distribution to Banff. Alberta and create a new operating legal entity in Canada- This expansion must be planned for as part of the solution, as it will be up and running six months after the initial US company is operating on the new applications.

Application and environment

• Required applications must align to the future state readmap.

• Business partner must have the ability to onboard their own user. for placing orders on the web.

• The Canadian company must use the same base data as the US operating company and must be set up in the same instance.

• Sales order history data must not be imported. Air current and future orders must be migrated to the new system.

• Master data for customers that be migrated from both the call center third party system a well as the according system. You identify the following requirement

The mapping fields for customer records in both systems are the same, except the accounting system which has three additional fields that must be mapped. Duplicate records must not be imported

• Cutover plan

• User1 reports that sales orders win be open and not shipped at the time of cutover to production. There are 20 orders expected to be open.

Customer Service

General

• Concirige customer service reps must be able to access customer records for all customers in their customer group.

• Customer service

• Security must be applied to the customer service reps as a group and must not be applied at the individual level.

Return policies

Sporiting equipment is warranted by the manufacturing and must not be returned to Alpine Ski house warehouse, Apline SAKI house does not strictly enforce this policy. Exceptions to the policy are allowed with manager approval.

Customer service must track reported issues with equipment to identify trends. Customer can exchange apparel, but refu reps must be able organize how information is presented when they sign into the new system.

nds must not be permitted. Any consumer exchanges must occur directly through Alpine call center and cannot be returned to a physical store.

Exchange policies

All consumer calls must be logged for tracking purposes, the customer service representative determine of there is an exchange or if the consumer should be redirected to the manufacturer. Digital content is final sale only. All Returns and replacement orders must be processed through the warehouse, Consumer information for returns and replacement order does not need to be stored.

The customer service reps must be able to view the order status for delayed shipments or orders that have been shipped but not invoiced. They need to have shortcuts to view this information.

Return or credits for a concierge customer that are not from consumer do not require notification to the concierge representative.

Web orders must be limited to B2B, and consumers wen access must do not notification to the concierge representative.

Web Orders must track the call minutes in the phone system by customer number.

The system must send the following notifications:

Dedicated concierge representative must be automatically notified when exchange has shipped. The concierge representative must set up the alert.

External customer must be notified of the new consumer exchanges. The notification must integration into the customer’s third-party dashboard and must not be sent as an email notification.

Customer Service

• The customer service center is overloaded with frequently asked questions (FAQs) that are consuming resources And creating issues with customer service levels.

• Alpine Ski Mouse has decided to deploy an automated (FAQs) website because they do not have sufficient staff resources to manage customer interactions. All automated interactions must be stored for 30 days.

• The company has decided to extend its concierge program 10 the top 25 customers. A new representative has been hired and requires the same screen layout as other team members.

• When new customers arc created in the system, the customer number must automatically pass to the call center phone system.

You must meet the call center phone system requirements for new customers.

What should you use?
A . Workflow
B Guides
B. Remote assist
C. Power Automate

View Answer

Answer: C