Learn how to configure workstreams in Dynamics 365 Customer Service to ensure agents can select only open work items. Discover the correct Work distribution mode setting for the MB-230 certification exam.
Table of Contents
Question
A company uses Dynamics 365 Customer Service and Omnichannel for Customer Service.
You are configuring a workstream.
You need to ensure that agents can select work items only from open work items.
What should you do?
A. Create a queue for the Fallback queue.
B. Select Pick in the Work distribution mode.
C. Select Push in the Work distribution mode.
D. Use the default messaging queue as the Fallback queue.
Answer
B. Select Pick in the Work distribution mode.
Explanation
This item tests the candidate’s knowledge of configuring workstreams.
When configuring a workstream, in the Work distribution mode, Pick mode means the agents can select the work items from the open work items while the Push mode means a work item is dispatched to agents automatically using a message alert.
A Fallback queue is a back option for routing requests when there are no matching queues available based on the routing rules and a new queue can be created with agents assigned to it or the default messaging queue can also be selected which routes to all the users.
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.