Learn how to configure overflow handling in Dynamics 365 Customer Service to ensure work items outside of queue working hours are automatically assigned to another queue. Master this essential skill for your MB-230 certification exam!
Table of Contents
Question
A company uses unified routing in Dynamics 365 Customer Service to distribute and assign work items to agents.
You need to ensure that items entering a queue that are outside the queue’s working hours are assigned to another queue.
What should you configure?
A. routing rule
B. overflow handling
C. assignment method
D. work classification rule
Answer
B. overflow handling
Explanation
This item tests the candidate’s knowledge of configuring queues.
Overflow handling defines conditions for queue overflows or items entering outside of work hours and the actions to resolve them. Routing rules are used to define how items are routed to queues. Assignment methods are used to define how work items will be assigned to agents who have been defined as members of a queue. Work classification rules are used to add elements to work items to help better classify them to assist in routing to the correct 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.