Which of the following is true regarding the context of a Customer Summary screen after a conversation is routed?

The Customer Summary screen after a conversation is routed indeed encompasses all previously captured details. This includes a comprehensive view of the customer’s interaction history, which may involve previous cases, chats, and any significant notes regarding the customer’s preferences or issues. This holistic view allows agents to provide a seamless experience for the customer since they can see the full context of past interactions without requiring the customer to repeat themselves.

Additionally, having a shared context helps in ensuring that any agent taking over a conversation can quickly understand the situation, leading to more efficient problem resolution and improved customer satisfaction. This functionality reflects the importance of continuity in customer service, as agents need to be informed about previous engagements to appropriately address ongoing concerns.

In contrast, the other options do not accurately describe the capabilities of the Customer Summary screen in Dynamics 365 Customer Service. For instance, the claim that it only displays recent interactions is misleading, as it is designed to show a comprehensive overview rather than just the latest exchanges. Similarly, suggesting it is only viewable by the original agent undermines the collaborative nature of team-based customer service operations, where multiple agents might need access to the same information. Finally, the statement that it can be edited by other agents does not align with typical functionality; while notes may be