Microsoft
MB-230 · Question #241
Drag and Drop Question You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry. You need to as
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implement routing
Question
Drag and Drop Question You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry. You need to assign technical support cases to a queue named TechSupport. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Answer:
Exhibit
Answer Area
Drag items
Create a rule item named TechSupport for the routing rule. Then, create a rule criteria and route it to the TechSupport queue.Deactivate the routing rule named CustomerResolutionCreate a queue named TechSupportActivate CustomerResolutionCreate and activate a routing rule named TechSupportCreate a rule item named CustomerResolution. Then, create a rule criterion to route items to the TechSupport queueActivate TechSupport
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Topics
#routing rule set#queue assignment#rule items#case routing