Learn how to configure custom prioritization rules for work item assignment in Microsoft Dynamics 365 Customer Service. Discover the best practices for using the assignment method to optimize routing and improve agent efficiency.
Table of Contents
Question
A company uses unified routing in Dynamics 365 Customer Service.
Work items must be allocated to agents by using a custom prioritization rule.
What should you configure?
A. routing rule
B. work classification
C. assignment method
D. work distribution mode
Answer
C. assignment method
Explanation
This item tests the candidate’s knowledge of configuring routing and assignments by using rules.
The assignment method in a queue is used to configure custom prioritization rulesets. Work classification is used to add detailed information to incoming work items that can be used to route and assign the work items optimally. Work distribution mode sets whether cases are automatically routed to agents or agents must pick items from a queue. A routing rule is used to configure to which queue an item is routed.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.