Learn the correct process for moving cases to the right queue in Microsoft Dynamics 365 Customer Service. Discover which actions to take when a case is incorrectly assigned, including selecting ‘Add to Queue.’ Improve your Dynamics 365 skills with this expert guide!
Table of Contents
Question
A company uses queues in Dynamics 365 Customer Service.
All cases are manually assigned to a queue. You find a case that is in the wrong queue.
You need to move the case to the correct queue.
What should you do first?
A. On the case, select Add to Queue.
B. On the case, select Save & Route.
C. On the queue item, select Release.
D. On the queue item, select Remove.
Answer
A. On the case, select Add to Queue.
Explanation
This item tests the candidate’s knowledge of creating and managing queues.
Add to Queue shows a dialog where the user can select a different queue even if the case is already in a queue. Release is used to clear the Worked By column on a queue item. The Worked By column shows who is working on a queue item. Remove is used to remove a case from a queue. Save & Route uses predefined routing rules to automatically assign an item to a queue. The question states that cases are manually assigned, therefore routing rules are not in use.
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.