You are a Dynamics 365 Customer Service representative. You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied. What should you use?

The correct answer is A. Add to queue. Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue. https://docs.microsoft.com/en-us/dynamics365/cus

implement routing

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Options

AAdd to queue
BRun workflow
CSave and route
DShare

How the community answered

(18 responses)

A
78% (14)
B
6% (1)
C
6% (1)
D
11% (2)

Explanation

Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue. https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-rules

Topics

#routing rules#case routing#queue assignment#automated routing

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