You need to configure the system to notify managers about unhappy patients. What should you do?

The most direct way to notify managers about unhappy customers (patients) is to enable and configure the real-time customer sentiment analysis feature. When the "Monitor real-time customer sentiment" option is set to 'Yes' within a workstream, the system analyzes incoming messages for sentiment. You can then configure alert rules that automatically send notifications to supervisors (managers) when a customer's sentiment drops below a specified threshold (e.g., "negative" or "slightly negative"). This feature is specifically designed for real-time intervention by supervisors in response to declining customer satisfaction during a conversation.

A. Configure Omnichannel Insights: Omnichannel Insights provides historical and real-time analytics dashboards for trend analysis and performance monitoring, not for triggering immediate notifications about individual conversations.
B. Set a routing rule for escalations: Routing rules direct entire conversations to different queues or agents based on conditions. While this could send a case to an escalation queue, it is not a direct notification to a manager; it's a work-routing mechanism.

1. Microsoft Learn. (2023). Monitor real-time customer sentiment. In Dynamics 365 Customer Service documentation.

Section: "Enable sentiment analysis" and "Configure sentiment alert rules".

Quote/Content: The documentation explicitly states

"You can configure notifications that you want to send to... supervisors when the customer sentiment reaches the threshold that you set." It details the first step as setting the "Monitor real-time customer sentiment" toggle to Yes within the workstream configuration. This directly supports enabling the feature as the correct action.

2. Microsoft Learn. (2023). Overview of unified routing. In Dynamics 365 Customer Service documentation.

Section: "Basic routing versus unified routing".

Content: This document explains that routing is the process of assigning work items to the best-suited queue or agent. It does not describe a direct notification mechanism for supervisors based on sentiment

confirming that routing rules (Option B) are for a different primary purpose.

3. Microsoft Learn. (2023). Introduction to Omnichannel insights dashboard. In Dynamics 365 Customer Service documentation.

Section: "Summary dashboard".

Content: This source describes the Insights dashboards as tools for providing "key performance indicators (KPIs) and trends" and for supervisors to "understand the overall support experience." This confirms its role as an analytical tool (Option A)

not a real-time alert system for individual interactions.