MS DYNAMICS MORALE MINIGAME

Game Rules

There are 20 questions in this game. You have 20-30 seconds to answer each. Faster answer earns more points.

There is a Bonus Question for which 3 hints are given throughout the play.
The Bonus Question is worth 10x a normal question.

Multiple Choice

Question 1.

In chat support, what's the maximum amount of time you should typically wait for a customer response?

• 1 minute

• 5 minutes

• 15 minutes

• 1 hour

Multiple Choice

Question 2.

What is an important skill for chat support agents to have?

• Physical strength

• Good memory

• Artistic ability

• Typing speed

Multiple Choice

Question 3.

How can chat support systems handle high volumes of inquiries?

• By reducing the number of agents

• By increasing wait times

• By using chatbots and automation

• By closing the chat support service

Multiple Choice

Question 4.

Which of the following is a key feature of chat support?

• Automated email responses

• Real-time interaction with customers

• Scheduled phone calls

• Physical mail support

Multiple Choice

Question 5.

What is the role of a chatbot in chat support?

• To assist with simple and repetitive tasks

• To provide in-person assistance

• To replace human agents entirely

• To handle complex and unique inquiries

Multiple Choice

Question 6.

What is a common benefit of using chat support for customer service?

• Increased customer satisfaction

• Limited availability

• High operational costs

• Delayed response times

Multiple Choice

Question 7.

Which language is supported by DfM chat currently?

• All languages

• English, Chinese and Korean 

• English, Chinese, and Portuguese

• Only English

Multiple Choice

Question 8.

What is the main advantage of using chat support over email support?

• Higher cost

• Slower response time

• Real-time problem resolution

• Limited customer interaction

Multiple Choice

Question 9.

What happens when a chat gets disconnected? Select the wrong statement.

• The customer lost internet connectivity or had a system/ network issue.

• The customer closed the browser but didn't close the chat widget.

• 
  The customer navigated away from or closed the app/ browser during the conversation.

• All is not correct.

This is the first hint to the Bonus Question.

You will not see this hint again.

​Hint 1

Multiple Select

Question 10.

Select the 3 elements of C (Communication) in CARE model:

• Set Expectations

• Paraphrase

• Clarify

• Collaborate

• Confidence

Multiple Select

Question 11.

Select the 3 elements of A (Accountability) in CARE model:

• Take action

• Prioritize

• Follow up

• Apologize

• Awareness

Multiple Select

Question 12.

Select the 3 elements of R (Resourcefulness) in CARE model:

• Assess

• Collaborate

• Expedite

• Responsible

• Prioritize

Multiple Select

Question 13.

Select the 3 elements of E (Empathy) in CARE model:

• Repeat

• Acknowledge

• Apologize

• Empathize

• Excellence

This is the second hint to the Bonus Question.

You will not see this hint again.

​Hint 2

Multiple Select

Question 14.

Which are the new Copilot features came out in May-June 2024?

Select all that applies:

• Multi-turn baseline skill support

• Support 7 additional languages

• Inline email assist

• On demand translation for knowledge assist and summarization

Multiple Choice

Question 15.

True of False?

Copilot is enabled for the DfMEU instance.

• True

• False

Multiple Choice

Question 16.

Which of the following is NOT a way Copilot can help engineers?

• Write or rephrase communication text

• Provide detailed product information

• Design new product features

• Suggest troubleshooting or resolution steps

Multiple Choice

Question 17.

What data is Copilot searching?

• Dynamics Wiki pages and our Microsoft Learn content

• Unify's Global Search and Dynamics Wiki pages

• Service Requests, Product Issues (Bugs) and ICMs

• All is correct

Multiple Choice

Question 18.

Which of the following is NOT an option for email creation in DfM Copilot?

• Request more information

• Suggest a call

• Schedule a meeting

• Empathize with feedback

Multiple Choice

Question 19.

Select the wrong statement:

• Copilot is currently supported in the English language.

• We can ask Copilot to translate responses to a different language.

• Copilot responses always provide accurate or up-to-date information. We don't need to verify the accuracy and relevance of responses using trusted sources. 

• Check Sources is used to see where Copilot is getting its information.

Multiple Select

Question 20.

The Copilot icon has changed to reflect the Microsoft 365 branding icon.

Which are the icons in DfM denote Copilot? 

Select all that applies:

This is the last hint to the Bonus Question.

You will not see this hint again.

​Hint 3