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Microsoft

MB-230 · Question #252

You are implementing Omnichannel for Customer Service for a company. The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a…

The correct answer is A. Create a work item trigger D. Create a routing rule. https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca

implement routing

Question

You are implementing Omnichannel for Customer Service for a company. The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team. You need to configure the system. Which two components should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Options

  • ACreate a work item trigger
  • BTurn on Agent Affinity
  • CCreate a Parent Child attribute
  • DCreate a routing rule
  • ETurn on a custom listener

How the community answered

(51 responses)
  • A
    82% (42)
  • B
    6% (3)
  • C
    2% (1)
  • E
    10% (5)

Explanation

https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca

Topics

#routing rules#work item triggers#Omnichannel social channels#team routing

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