Learn how to configure a custom view for Dynamics 365 Customer Service agents to view product emails from today or the past seven days. Discover the correct setting and improve your agent workspace setup.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
You are configuring the agent workspace. Agents must be able to view emails about a product sent today or in the last seven days.
You need to configure a custom view for agents.
Which setting should you configure?
A. Record type
B. Entity type
C. Simple Setting type
D. Advanced Setting type
Answer
D. Advanced Setting type
Explanation
This item tests the candidate’s knowledge of configuring the agent inbox.
To enable agents to view emails about a product sent today or in the last seven days, the Advanced Setting type in the custom view must be configured. In the Advanced Settings, a list of custom conditions can be created to meet this requirement.
Simple Setting type does not allow for custom conditions. It only provides a list of predefined conditions, such as Emails sent to me, Emails assigned to me, Emails in my team(s), Emails in my queue(s), and Emails in a shared mailbox. Record type displays the types of records to be used in the multi-entity view. Entity type is a setting used when creating Entity session templates. It does not give the ability to create custom conditions for a view.
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