Microsoft
MB-230 · Question #386
You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined c
The correct answer is A. Case routing rules do not automatically apply to manually created cases.. You've hit your limit · resets 4am (America/New_York)
implement routing
Question
You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined criteria. A customer service representative verifies that user-created cases are not automatically routing. Similar cases created by using inbound emails are automatically routing to queues. You need to identify the routing issue for user-created cases. What is the issue?
Options
- ACase routing rules do not automatically apply to manually created cases.
- BThe queue for this case is not set up or is inactive.
- CThe routing rule is not set up to handle the defined routing of cases created by phone.
- DThe routing rule to handle cases created by phone is inactive.
How the community answered
(42 responses)- A83% (35)
- B2% (1)
- C5% (2)
- D10% (4)
Explanation
You've hit your limit · resets 4am (America/New_York)
Topics
#case routing rules#manual case creation#automatic routing#queue assignment
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