Configure Routing MB-230 Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   In Dynamics 365 Customer Service, what is the primary function of a basic routing ruleset?

   • ATo manage user permissions
   • BTo create custom reports
   • CTo direct customer service requests to the appropriate queues or agents
   • DTo define the skills required for a work item
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2. 12application · medium

   Contoso wants to route cases to agents based on the product and the customer's language. They have configured skills for product and language, and they have a capacity profile for each agent. However, cases are being assigned to agents who do not have the required language skill. What should you do?

   • AEnsure that the routing rule requires both the product and language skills.
   • BUse a skill finder model to identify the language from the case.
   • CIncrease the capacity of the agents who have the language skill.
   • DCreate a separate queue for each language and route cases to that queue.
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4. 13application · medium

   A company wants to automatically categorize cases into 'Billing', 'Technical', or 'General' based on keywords in the description, and then route them to the corresponding queue. What should you configure?

   • ACreate a routing ruleset with classification rules that check keywords and set the category, and routing rules that route based on the category.
   • BCreate three workstreams, one for each category.
   • CConfigure the queues to automatically categorize cases.
   • DUse a skill finder model to classify the case based on keywords.
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5. 14foundation · easy

   What is the primary purpose of a capacity profile in Dynamics 365 Customer Service?

   • ATo define the skills a representative must have
   • BTo define the queue in which work items are placed
   • CTo define the maximum number of work items a representative can handle simultaneously
   • DTo define the routing priority of work items
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6. 15expert · hard

   Contoso uses a skill finder model to suggest skills for cases. They have noticed that the model suggests too many skills, which makes it difficult to find agents who have all the required skills. They want to reduce the number of suggested skills. What should you do?

   • ARemove the skill finder model and manually assign skills.
   • BChange the routing rule to require only one of the suggested skills.
   • CAdjust the confidence threshold of the skill finder model to only suggest skills with high confidence.
   • DAdd more training data to the model to improve its accuracy.
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