MS-720 Question #36: Real Exam Question with Answer & Explanation

Question

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. You need to create a new call queue to route calls to support agents. The support agents must be able to see their call queue history and the shared transcribed voicemail. The solution must minimize administrative effort. Solution: You configure the call queue to use a Microsoft 365 group. Does this meet the goal?

Options

• AYes
• BNo

Explanation

Configuring a call queue with a Microsoft 365 group meets all stated goals because M365 groups provide a shared mailbox where transcribed voicemails are automatically deposited and visible to all group members, satisfying the shared voicemail requirement. Agents also gain access to call queue history through the group's shared resources without any per-user configuration. Administrative effort is minimized because you simply add or remove users from the M365 group - membership changes propagate automatically to call queue access, eliminating manual per-agent permission management.

Option B (No) is wrong because it assumes this configuration fails one of the requirements, but M365 groups natively support all three goals: routing, shared transcribed voicemail, and call history visibility.

Memory tip: Think "M365 Group = Shared Everything with Zero Overhead." Whenever an exam question mentions agents needing shared voicemail/transcriptions plus minimal admin effort, an M365 group is almost always the right answer - it bundles the shared mailbox, transcription delivery, and easy membership management in one object.

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