Struggling with chat work item assignments in Dynamics 365 Customer Service? Learn how to resolve agent assignment issues by ensuring proper queue configurations. Get expert tips on handling capacity profiles and security roles for optimal performance.
Table of Contents
Question
A company uses unified routing in Dynamics 365 Customer Service to distribute and assign work items to agents.
A new agent is not assigned work items from a chat channel. The agent has the availability to be assigned items and meets the required conditions to have items assigned to them. The agent is assigned work items from other channels.
You need to resolve the issue.
What should you do?
A. Increase the agent’s capacity.
B. Add the agent to a capacity profile.
C. Add the user to the correct queues.
D. Provide the user with the correct security role.
Answer
C. Add the user to the correct queues.
Explanation
This item tests the candidate’s knowledge of configuring queues.
Work items are first assigned to a queue and then distributed to members of the queue. Only agents who are members of the queue will be assigned items. The user has availability, so they have the capacity to be assigned items. Increasing the agent’s capacity does not impact the assignment of chat items to them. The agent has availability, so they have the capacity to be assigned items. Assigning the agent to a capacity profile will not impact the assignment of chat items to them. The agent is being assigned work items from other channels, so they have the necessary security roles assigned to their user account.
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.