Learn the essential record types for routing incoming emails using Unified Routing in Dynamics 365 Customer Service. Discover why Agents and Queues are key for efficient work allocation in this comprehensive guide.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
The company plans to use unified routing for incoming emails to allocate work.
You need to define which record types the company can route emails to by using unified routing.
Which two record types should you define? Each correct answer presents a complete solution.
A. Agents
B. Bots
C. Channels
D. Queues
E. Skills
F. Microsoft Teams
Answer
A. Agents
D. Queues
Explanation
This item tests the candidate’s knowledge of the different unified routing options.
Emails are classified as records, not conversations, in unified routing. Unified routing routes records to queues from where they are assigned to the most appropriate agent. Unified routing can assign records directly to a customer’s preferred agent.
You can route conversations to bots but not records, such as emails. You cannot route emails to channels. Unified routing is applied to a work item when it enters a channel. Unified routing routes and assigns the work item to a queue and agent. You cannot route emails to skills. Skills can be used by unified routing to determine the best agent to handle the work item, which is known as skills-based routing. Only basic routing rulesets that support routing of cases can be routed to Microsoft Teams.
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.