Which two statements regarding case routing are true? Each correct answer presents a complete solution.

The correct answer is B. A workflow is automatically created for each routing rule. D. You can route or assign a case to a user, queue, or team. https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create- rules-automatically-route-cases

Manage the case management process

Question

Options

AYou can add a maximum of five routing rule items to a routing rule set
BA workflow is automatically created for each routing rule.
CA maximum of three routing rule sets can be active at the same time.
DYou can route or assign a case to a user, queue, or team.

How the community answered

(51 responses)

A
14% (7)
B
80% (41)
C
6% (3)

Explanation

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create- rules-automatically-route-cases

Topics

#case routing#routing rule sets#queue assignment#workflow

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