Configure Routing MB-230 Practice Questions (Page 2)

Questions 6–10

1. 6expert · hard

   Northwind has a team of agents with different skills. They want to ensure that cases are assigned to the most qualified agent, but also that no agent is overloaded. They have configured skills-based routing with capacity profiles. However, they notice that some agents with the required skills are not receiving any work, while others are overloaded. What should you do to balance the workload?

   • ACreate a new skill finder model to better identify the required skills.
   • BRemove the capacity profiles and rely on the default capacity.
   • CChange the routing rule to use a round-robin assignment method instead of skills-based routing.
   • DAdjust the capacity profile unit values to reflect the actual workload capacity of each agent.
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2. 7application · medium

   A customer service manager wants representatives to see only the work items that match their assigned skills and to have their presence automatically set to 'Busy' when they are at full capacity. What should you configure?

   • ACreate a routing rule that assigns work items to the representative regardless of skills.
   • BSet the representative's default presence to 'Busy' and manually assign work items.
   • CUse a queue that only the representative can access and set presence manually.
   • DConfigure skills-based routing and enable capacity-based presence for the representative.
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4. 8foundation · easy

   In Dynamics 365 Customer Service, which of the following can be a member of a queue?

   • ACapacity profiles and units
   • BSkills and proficiencies
   • CUsers and teams
   • DRouting rules and conditions
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5. 9expert · hard

   Contoso has a group of agents who work from home and have limited internet bandwidth. They want to ensure that these agents do not receive real-time notifications for new work items, but they still want to see the work in their queue when they are ready. What should you do?

   • ASet the agents' presence to 'Away'.
   • BRemove the agents from the capacity profile.
   • CChange the routing rule to not assign work to these agents.
   • DDisable the 'Real-time notifications' option in the user settings for these agents.
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6. 10application · medium

   Contoso's support team wants to prioritize cases based on the customer's contract type. Cases from 'Gold' customers should be handled before 'Silver' customers. They have configured a workstream with routing rules, but all cases are being assigned to the same queue without any prioritization. You need to ensure Gold cases are prioritized. What should you do?

   • AConfigure the routing rule to assign Gold cases to the queue with a higher priority setting.
   • BUse a skill-based routing rule to assign Gold cases to agents with a 'Gold' skill.
   • CCreate a separate queue for Gold customers and route Gold cases to that queue.
   • DCreate a work classification rule that sets the priority field based on the contract type, and then use that priority in the routing rule.
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