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…
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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