MB-910 · Question #130
A repair company offers five types of service-level agreements (SLAs). Customers can choose an SLA when they purchase a service contract. You define routing and assignment rules to support the SLAs…
The correct answer is C. Create five new queues. The root cause is that routing rules in Dynamics 365 Customer Service require destination queues to route items into. With five distinct SLA types, each requiring different routing and assignment behavior, five separate queues are needed - one per SLA. Without these queues, the…
Question
Options
- AConfigure queue item views.
- BConfigure the queue.
- CCreate five new queues.
- DCreate a view for the outstanding requests.
How the community answered
(28 responses)- A11% (3)
- B4% (1)
- C82% (23)
- D4% (1)
Explanation
The root cause is that routing rules in Dynamics 365 Customer Service require destination queues to route items into. With five distinct SLA types, each requiring different routing and assignment behavior, five separate queues are needed - one per SLA. Without these queues, the routing rules have no valid destination and cannot automatically assign service requests. Option A (configuring queue item views) only affects how items are displayed, not how they are routed. Option B (configuring the queue) implies a single existing queue is misconfigured, which does not address the need for SLA-specific routing. Option D (creating a view) is a display-only change with no effect on routing logic.
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