Struggling with service scheduling in Dynamics 365? Learn how to configure subgroups to enable alternative resource sets for better scheduling accuracy and efficiency in customer service.
Table of Contents
Question
A company uses service scheduling in Dynamics 365 Customer Service.
You configure the services that the company provides.
You need to add a component to a service to enable the scheduling engine to list alternative sets of resources.
What should you use?
A. subgroups
B. requirements
C. resource group
D. organizational unit
E. fulfilment preference
Answer
A. subgroups
Explanation
This item tests the candidate’s knowledge of defining services in service scheduling.
Adding subgroups to the service definition enables you to add multiple requirements with different combinations of resource categories and characteristics. The scheduling engine will show the alternative resources that are available to deliver the service.
Fulfilment preferences are used to control the timeslots listed when scheduling the service, not the resources that are listed. Organizational units represent the physical locations where service is delivered and are used to ensure that all resources are available at the same location. A requirement is the rule that defines which resource categories and characteristics to select from. A requirement cannot define alternative sets of resources. The resource group is created automatically when the service is created. Requirements and subgroups are added to the resource group.
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