Microsoft Dynamics 365 Fundamentals Practice Exam

How can an organization set up a survey for cases closed and analyze the results?

1. Create a survey in MS Forms and review responses

2. Use Power BI to analyze feedback

3. Implement a third-party survey tool

4. Send emails to customers for feedback

The correct answer is: Create a survey in MS Forms and review responses

Creating a survey in MS Forms and reviewing responses is an effective way for an organization to gather customer feedback on closed cases, offering a structured approach to collect data directly related to their experiences. Microsoft Forms is integrated within the Microsoft 365 ecosystem, making it a convenient tool that allows users to design custom surveys with various question types, distribute them easily to customers, and automatically compile responses into a readable format. After gathering responses, organizations can analyze the results to identify trends, measure customer satisfaction, and make necessary adjustments to their service delivery. The integration with other Microsoft tools, including Excel, allows for further data manipulation, making it easier to derive insights from customer feedback. While the other options present valid methods for gathering or analyzing feedback, they do not directly address the survey creation process as effectively as MS Forms. Using Power BI for analysis can be beneficial after data collection but does not facilitate the survey deployment. Implementing a third-party survey tool may involve greater complexity and integration challenges, while sending emails may not provide structured data or a focused way to gather feedback effectively. Therefore, leveraging MS Forms stands out as a straightforward and efficient solution for setting up and analyzing customer surveys related to case closures.