Learn how to configure work classification in Dynamics 365 Customer Service and understand where to add classification rules. Discover why ‘workstream’ is the right choice for optimal case routing and assignment in this helpful guide.
Table of Contents
Question
A company uses Dynamics 365 Customer Service to route cases.
You need to configure work classification.
In which record type should you add the classification rules?
A. queue
B. channel
C. workstream
D. routing rule
Answer
C. workstream
Explanation
This item tests the candidate’s knowledge of configuring routing and work classification.
Work classification rules are added to workstreams to add detailed information to incoming work items that can be used to route and assign the work items optimally. They are not added to queues, routing rules, or channels. Queues are used to organize items, such as cases, into groups by type, such as by case or urgency. Routing rules are used to configure how work items are assigned to queues. Channels represent ways that customers can contact support staff.
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.