MS-721 Question #236: Real Exam Question with Answer & Explanation

Question

Drag and Drop Question You have a Microsoft 365 E5 subscription that uses Microsoft Teams Phone. You need to ensure that when a customer calls the direct phone number of a sales user at your company, company-branded music plays while the customer waits to be transferred. Which three actions should you perform in sequence in the Microsoft Teams admin center? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Answer:

Explanation

To provide company-branded music when customers are on hold, a Teams call hold policy must be created, configured with custom audio, and then assigned to the relevant users.

Approach. The correct interaction is to drag the following three actions, in this specific order, to the 'Answer Area':

1. Create a Teams call hold policy. - This is the foundational step. Before you can apply any custom settings for music on hold, you must first create a policy where these settings will reside.
2. Upload a custom audio file to the policy. - Once the policy exists, the next logical step is to configure it with the specific requirement: the company-branded music. This is done by uploading the custom audio file directly to the newly created call hold policy.
3. Assign the Teams call hold policy to the sales users. - Finally, after the policy has been created and configured with the desired music, it must be applied to the specific group of users (the sales users in this scenario) to take effect. Without assignment, the policy remains dormant. This sequence ensures that the policy is built, customized, and then deployed to the target audience correctly, allowing customers to hear company-branded music when placed on hold during a transfer.

Common mistakes.

• common_mistake. The actions 'Assign the calling policy to the sales users.' and 'Create a calling policy.' are incorrect. Calling policies in Microsoft Teams control general calling features, such as call forwarding rules, voicemail settings, and call admission control, but they do not directly manage the custom music played when a caller is on hold during a transfer. Custom music on hold is specifically configured and applied using Teams call hold policies. Selecting or including these 'calling policy' options would not achieve the desired outcome of playing company-branded music and would demonstrate a misunderstanding of how call hold music is managed in Teams Phone.

Concept tested. Customizing music on hold in Microsoft Teams Phone using Teams call hold policies, including the creation, configuration, and assignment of these policies to users.

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