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MB-230: How to Fix Auto-Assign Work Items and Notification Issues in Dynamics 365 Customer Service?

By: Author Alex Lim

Posted on

Categories MB-230

Struggling with auto-assign work items and notification issues in Dynamics 365 Customer Service? Learn how to configure the Agent workspace, disable auto-assign, and enable the Reject button to give agents more control over their conversations. Improve efficiency today!

Table of Contents

Question

A company uses Dynamics 365 Customer Service.
You are configuring the Agent workspace.
Agents report the following issues:

  • Work items are assigned to them directly.
  • The Customer Service app accepts conversations on behalf of the agents and opens a new session.

You need to ensure that agents can decide which conversations to work on.
Which two actions should you perform in the notification template? Each correct answer presents a complete solution.

A. Turn the Reject button on.
B. Show desktop notifications.
C. Disable Auto-assign work items.
D. Increase the number of seconds in the Count down.

Answer

A. Turn the Reject button on.
C. Disable Auto-assign work items.

Explanation

This item tests the candidate’s knowledge of configuring notifications.
The Auto-assign work items setting enables work items to be automatically assigned to agents. The application also accepts conversations on agents’ behalf and opens a new session. To stop this, Auto-assign work items can be disabled, or the Reject button turned on in the Notification settings. The Count down setting provides the duration for which notifications last in seconds. When Show desktop notifications is enabled, agents receive notifications when the app is in focus mode. Neither setting disables the auto-assignment of work items 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.