Discover how to troubleshoot and resolve routing issues in Dynamics 365. Learn the importance of correctly configuring queues for effective management of service requests.
Table of Contents
Question
A repair company offers five types of service-level agreements (SLAs). Customers can choose an SLA when they purchase a service contract. You define routing and assignment rules to support the SLAs.
A service manager observes that outstanding service requests are not being automatically assigned by the routing rules.
You need to resolve the issue.
What should you do?
A. Configure queue item views.
B. Configure the queue.
C. Create five new queues.
D. Create a view for the outstanding requests.
Answer
B. Configure the queue.
Explanation
In Dynamics 365, queues are used to manage and process various types of work items. These can include cases, activities, leads, opportunities, or custom entities. If service requests are not being automatically assigned by the routing rules, it indicates that there might be an issue with the configuration of the queue.
Routing rules in Dynamics 365 define how items are routed to queues or users. If these rules are not working as expected, it’s important to check the configuration of the queue to which the items are being routed. The queue might not be set up correctly to accept the items, or the routing rules might not be correctly associated with the queue.
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