MB-910 · Question #119
Customers submit suggestions, questions, and cases to a company by using the following channels: - Submitting a case in a customer service portal. - Emailing a support mailbox. - Calling a telephone…
The correct answer is B. Queues. Queues (B) are the mechanism in Dynamics 365 Customer Service used to store, organize, and route incoming submissions (cases, emails, phone call activities) to the appropriate department or agent group. Each department has its own queue, and routing rules automatically direct…
Question
Options
- AWork orders
- BQueues
- CWork items
- DActivities
How the community answered
(44 responses)- A2% (1)
- B89% (39)
- C7% (3)
- D2% (1)
Explanation
Queues (B) are the mechanism in Dynamics 365 Customer Service used to store, organize, and route incoming submissions (cases, emails, phone call activities) to the appropriate department or agent group. Each department has its own queue, and routing rules automatically direct items to the correct queue based on criteria such as subject, channel, or customer type. Agents then pick or are assigned items from their queue. Work orders (A) are a Field Service concept for on-site jobs. Work items (C) refer to individual routed items inside a queue in the Unified Routing context but are not the primary storage format. Activities (D) are individual interaction records (calls, emails) but are not the routing/storage container used to distribute submissions across departments.
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