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Introductory Info Case Study -

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -

To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Alpine Ski House is a boutique mountain resort that offers year-round spa and outdoor activities such as snow sports, hiking, mountain biking, and more. The resort has been family owned and operated for more than 50 years. The company has been able to remain profitable while not needing to adopt new technologies.

Current environment. General -

Bookings at the resort have decreased. The company has decided to focus on creating a tailored, first-class experience for guests. The company also plans to target corporate meetings and events.

The company recently purchased a chatbot named FAQbot from AppSource. The chatbot uses the resort's existing FAQs.

Current environment. Communication

Communication between staff members is primarily conducted through email and SMS text messages.

Conversations between staff members and guests are often lost.

Conference calls are used for all group meetings.

Current environment. Event registration

Corporate customers can reserve a meeting room at the resort to host meetings. The meetings will include lunch and choice of either an inside-spa experience

or a seasonally appropriate outdoor activity.

Event registration is conducted three weeks prior to start of the event. It is assumed that all event attendees will attend the meeting.

Current environment. Check-in proׁess

Guests wait in lines to check in and obtain name badges. At this time, guests can specify any dietary restrictions and select their activity preference. This can result in long wait times and crowding at the front desk.

For health and compliance reasons, guests must answer a series of questions with a yes or no answer during check-in. The front desk will ask and record these answers for the resort's records.

Current environment. Marketing -

At the check-in counter, the guests can drop their business cards into a bowl for a chance to win an all-inclusive weekend stay at the resort. The resort uses the business card information to send announcements about promotions and upcoming events.

Current environment. Resort policies and event inquiries

A guest can call or send an email to the event coordinator at the resort to get information about hotel policies, snow conditions, or to pre-select their after- meeting event.

Guests can also go to the website to view the extensive list of frequently asked questions (FAQ) compiled over the years. Many of the answers to the FAQ's are out of date.

Requirements. General -

Alpine Ski House does not employ technical staff and does not have the budget to hire an external firm to develop solutions. There are two team members who are proficient at Microsoft Excel formulas. Any solution created must use the capabilities of current team members.

All solutions must be simple to use, easy to maintain, and represent the brand of the resort.

You must implement the following solutions:

a centrally managed communication solution

a customer service solution

Requirements. Communication -

Communication between team members must be centrally managed and unified in Microsoft Teams.

When the company confirms an event, they must provide a list of guest's names and email addresses.

You must send guests a welcome email that includes a unique registration number for authentication with the resort's portal.

Guests must receive a separate email to verify proof of ownership for their registration.

Requirements. Event attendance -

Guests must create an account and sign into a resort portal to confirm their attendance to an event and pre-select an after-meeting event.

Prior to the event, guests must be able to identify any personal dietary restrictions.

Requirements. Check-in processes

Check-in processes must be self-service. Each screen must ask for specific data from the guest. The check-in solution will use some data that is stored in

The check-in solution must continue to function if there are internet issues. If the self-service kiosks are not available, staff must be able to use the check-in solution from within their communication solution.

The check-in solution must have a screen where the guest will select either yes or no to health and wellness questions. Guests must physically interact with each answer before proceeding to the next screen.

Guests must be able to confirm any dietary restrictions they may have entered from the portal or add new ones at this time.

Data must be entered in each screen before users move on to the next screen.

Requirements. Marketing -

To eliminate the handling of business cards, the check-in solution must be able to translate the contents of the business cards into Alpine Ski House's marketing system.

The solution must not require any effort or manual entry from the guest to prevent any mistyped information and to make it more appealing to the guest to participate.

Requirements. Hotel policies and event inquiries

The portal must allow the guests to ask questions about hotel policies, event information, weather reports, and current weather conditions at the resort.

Requirements. Chat solution -

The chat solution must specifically address the following key words. No additional key words will be added until a later implementation phase:

The chat solution must be available always and not require staff to answer all of the questions. If a question does require a staff member's attention, the solution must determine which staff member is best to assist the customer with the question.

The information in the FAQ on the legacy website must be used in the chat solution but retyping all the data from the website should not be required. If guests ask about topics that are not listed in the FAQ, the chat solution must identify the issue and escalate to a staff member.

Team members must be able to ask their own questions through a centrally managed communication solution instead of using the guest portal. Team members must be able to access the same FAQ across multiple solutions.

Guest1 inquires about snow conditions several times during each day of their stay. Question You need to create the FAQ solution content.

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