Learn how to ensure high-priority cases are routed to the right workstreams in Dynamics 365 Customer Service. Discover the best approach, including creating intake rules, for effective case management and agent distribution.
Table of Contents
Question
A company uses Dynamics 365 Customer Service and Omnichannel for Customer Service.
You create workstreams to distribute high-priority cases.
You need to ensure that high-priority cases are sent to the workstream.
What should you do?
A. Create an intake rule.
B. Create a Route to queues ruleset.
C. Create a Work classification ruleset.
D. Set the work distribution mode to Push.
Answer
A. Create an intake rule.
Explanation
This item tests the candidate’s knowledge of configuring workstreams.
When working with records in unified routing, intake rules are used to direct incoming records to a workstream. Within the workstream, a Work classification ruleset let you add detailed information to the incoming work item so it can be more precisely routed by using Route to queues rules. Route to queues rules are used to send incoming work items to the right queues so they can be distributed to an agent. The work distribution mode defines how work items are distributed to agents.
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.