MB-230 · Question #334
A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are: - Live chat must be available through Omnichannel for cases only. - High-priority cases must au
The correct answer is C. one workstream and two routing rules. Configure routing rules Routing rules for a workstream consist of work classification rules and route-to-queue rules. Configure route-to-queues rules for a workstream Queue routing rules send the work item to the right queue. The rules are written in the format of, "If defined co
Question
A company is implementing Omnichannel for Dynamics 365 Customer Service. The company's requirements are:
- Live chat must be available through Omnichannel for cases only.
- High-priority cases must automatically be sent to the next available
agent.
- Lower-priority cases must wait to be picked up by an agent.
- All work must be distributed evenly with no other conditions.
You need to select the setup that meets the requirements. Which setup should you select?
Options
- Aone workstream and one routing rule
- Btwo workstreams and two routing rules per workstream
- Cone workstream and two routing rules
- Dtwo workstreams and one routing rule per workstream
How the community answered
(15 responses)- A13% (2)
- B7% (1)
- C80% (12)
Explanation
Configure routing rules Routing rules for a workstream consist of work classification rules and route-to-queue rules. Configure route-to-queues rules for a workstream Queue routing rules send the work item to the right queue. The rules are written in the format of, "If defined condition satisfies, then route the work item to the defined queue." If no rules are defined or no rules match, then the incoming work item will be routed to the fallback queue of the respective workstream. https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-route-to-queue-rules
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