Configure Routing MB-230 Practice Questions (Page 10)

Questions 46–48

1. 46foundation · easy

   Which user setting in Dynamics 365 Customer Service allows a representative to control when they are available to receive new work items?

   • AEmail signature
   • BPresence
   • CTime zone
   • DLanguage
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2. 47application · medium

   Fabrikam's support team handles technical issues for two product lines: 'Alpha' and 'Beta'. They want incoming cases to be automatically assigned to agents who have the required product-specific skills. Agents may have multiple skills, and the system should consider the agent's current workload. You need to configure routing to meet this requirement. What should you do?

   • ACreate a basic routing rule that assigns cases to a queue, and then use a skill finder model to assign the case to an agent.
   • BCreate a skills-based routing rule that matches the case's required skill to the agent's skills, and enable capacity-based assignment.
   • CCreate a routing rule that assigns cases to a queue, and then configure the queue to use a 'round robin' assignment method.
   • DCreate a work classification rule that categorizes cases by product line, and then use a queue-based assignment rule.
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3. 48application · medium

   A company wants to route all high-priority cases to a priority queue and all other cases to a general queue. They have a single workstream for cases. What should you configure?

   • AUse a skill finder model to determine priority and route accordingly.
   • BSet the workstream's default queue to the priority queue and manually move low-priority cases.
   • CIn the workstream's routing ruleset, add a rule that routes cases with priority = high to the priority queue, and a default rule to the general queue.
   • DCreate two workstreams, one for high-priority and one for general.
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