Learn how Omnichannel functionality is structured in the Microsoft MB-910 exam. Discover if separate workstreams are needed and if call assignments are fixed to round robin settings.
Table of Contents
Question
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
- Omnichannel requires separate workstreams for each channel that is used.
- When an Omnichannel agent reaches capacity, the agent status shows as available.
- Call assignments are automatically set to round robin and cannot be changed.
Answer
- Omnichannel requires separate workstreams for each channel that is used: No
- When an Omnichannel agent reaches capacity, the agent status shows as available: No
- Call assignments are automatically set to round robin and cannot be changed: No
Explanation
Omnichannel Statement Breakdown for MB-910 Exam
Statement 1: “Omnichannel requires separate workstreams for each channel that is used.”
Answer: No
Explanation: Omnichannel in Microsoft Dynamics 365 allows for a unified customer experience across various channels, meaning you do not necessarily need separate workstreams for each channel. Channels such as chat, email, and social media can be managed collectively, although workstreams can be customized if required for specific scenarios.
Statement 2: “When an Omnichannel agent reaches capacity, the agent status shows as available.”
Answer: No
Explanation: In Microsoft Omnichannel, when an agent reaches their set capacity of cases or conversations, their status automatically changes to “Busy” or “Away,” reflecting that they are no longer available to take on additional cases. This feature ensures workload management and prevents overloading agents.
Statement 3: “Call assignments are automatically set to round robin and cannot be changed.”
Answer: No
Explanation: Although round-robin is one of the default distribution methods for call assignments in Omnichannel, it is not the only option. Administrators can configure other assignment strategies based on specific business needs, including manual assignments or skill-based routing. Therefore, round-robin settings can be modified.
By understanding these key Omnichannel functionalities, you’ll be better prepared for questions related to Microsoft Dynamics 365 fundamentals and the MB-910 exam.
Microsoft MB-910 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 MB-910 exam and earn Microsoft MB-910 certification.