Learn how to configure Dynamics 365 Customer Service scheduling to avoid appointments during lunch breaks. Discover essential steps, including clearing the ‘Intervals Begin’ field and creating time group details, to ensure smooth mortgage application scheduling.
Table of Contents
Question
A bank uses service scheduling in Dynamics 365 Customer Service to schedule customers for mortgage applications.
You define a service for an application by using a duration of 45 minutes and a fulfilment preference. You set the interval to 30 minutes beginning at 9:30 AM.
The scheduling engine is scheduled to run during the lunch break.
You need to configure the system so that no appointments are scheduled for the lunch break.
Which two actions should you perform? Each correct answer presents part of the solution.
A. Clear the Intervals begin field.
B. Create one time group detail.
C. Create two time group details.
D. Disable Reset Intervals per Time Group Detail.
E. Set initial status reason to Tentative on the service.
Answer
A. Clear the Intervals begin field.
C. Create two time group details.
Explanation
This item tests the candidate’s knowledge of configuring fulfillment preferences.
You need to first clear the Intervals begin field. You cannot have both time groups and a value in the Intervals begin field. You will not be able to create a time group detail record while Intervals begin contains a value. Time groups define blocks of time that you can schedule within. You will need two time group details, one for the before-lunch period and another for the after-lunch period.
When you set the initial status reason to Tentative on the service, the status of the booking is set to Tentative when the service is scheduled. The Reset Intervals per Time Group Detail option determines when to start scheduling for the following time group when the interval is longer than the gap between time groups.
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