Learn how to effectively route German-speaking customer chat escalations with a value greater than 5 in Dynamics 365 Customer Service using route-to-queue rules. Optimize your omnichannel service with expert tips for MB-230 certification.
Table of Contents
Question
A company uses Dynamics 365 Customer Service and Omnichannel for Customer Service.
You create a workstream for chat.
You need to ensure that German-speaking customers with an escalation point greater than 5 are immediately routed to the right set of agents when they send a chat message.
What should you do?
A. Create a bot.
B. Create a work distribution.
C. Create a route-to-queue rule.
D. Create a work classification rule.
Answer
C. Create a route-to-queue rule.
Explanation
This item tests the candidate’s knowledge of configuring workstreams and routing values.
The route-to-queue rule ensures that the work items are routed to the appropriate agents in a queue based on certain conditions while the work classification rule helps to categorize the work items based on certain conditions. In a workstream, the work classification rules run before the route-to-queue rules.
Work distribution mode is used to determine how agents can receive work items, either by Push or Pick modes. Bots created by using Microsoft Copilot Studio can be integrated into Omnichannel to route incoming escalations to a live queue.
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.