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MB-230: How to enable unified record routing and route records

By: Author Alex Lim

Posted on  - Last updated:

Categories Exam

Question

You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels. You receive the following error message:

Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.

You need to enable unified record routing and route records. Which three steps must you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Set up users as leads.
B. Deploy Omnichannel for Customer Service.
C. Enable an entity for queues.
D. Set up users as contacts.
E. Provision unified routing for Customer Service only.
F. Set up users as bookable resources.

Answer

B. Deploy Omnichannel for Customer Service.
E. Provision unified routing for Customer Service only.
F. Set up users as bookable resources.

Explanation

The correct answers are B, E, and F.

You need to perform the following steps to enable unified record routing and route records:

  • Deploy Omnichannel for Customer Service: This is a prerequisite for using unified routing, as it provides a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.
  • Provision unified routing for Customer Service only: This is a setting that you need to enable in the service configuration settings before you can configure unified routing for records. Note that this setting cannot be disabled once enabled, and it might impact runtime operations on account of solution import.
  • Set up users as bookable resources: This is a requirement for routing records, as you need to configure users as bookable resources and assign them to queues. Bookable resources are entities that represent people or equipment that can be scheduled for service activities.

The other options are incorrect because:

  • Option A: Setting up users as leads is not required for unified record routing or record routing in general. Leads are entities that represent potential sales opportunities.
  • Option C: Enabling an entity for queues is not required for unified record routing or record routing in general. Queues are entities that collect and distribute workload among agents.
  • Option D: Setting up users as contacts is not required for unified record routing or record routing in general. Contacts are entities that represent people who have a relationship with your organization.

Reference

Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.