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

To organize and prioritize customer service cases

To set the presence of representatives

To define the skills of representatives

Contoso has a support team that handles cases from multiple channels. They want to organize cases into different queues based on the channel and the product. They have created queues for 'Email - Product A', 'Email - Product B', 'Chat - Product A', and 'Chat - Product B'. You need to configure routing so that cases are automatically placed in the correct queue. What should you do?

Create a queue for each channel and use a basic routing rule to assign cases to the queue based on the channel only.

Create a separate workstream for each channel and configure routing rules within each workstream to assign the product-specific queue.

Create a single workstream for all channels and configure routing rules that check the channel and product to assign the correct queue.

Create a work classification rule that sets the queue based on the channel and product, and then use a single queue for all cases.

Fabrikam has a queue that is used for both email and chat. They want to prioritize chat conversations over email cases in the queue. They have set the priority field on the records, but the queue does not seem to prioritize chat. What should you do?

Enable the 'Priority' option in the workstream settings.

Create a separate queue for chat and route chat to that queue.

Use a routing rule to assign a higher priority to chat conversations.

Configure the queue's sorting to use the priority field.

A support team wants to automatically categorize incoming cases based on the product mentioned in the subject line, and then route them to the appropriate product-specific queue. What should you configure?

Configure a workstream to route all cases to a single queue and let representatives sort them.

Create a routing rule that uses a condition on the subject field to classify the case and then route to the corresponding queue.

Create a queue for each product and manually assign cases to the queues.

Use a skill finder model to identify the product and route to the queue.

A company wants to route cases to a queue based on the case's origin (phone, email, web) and also apply a classification that sets the priority. They have a single workstream. What should you configure?

Use a skill finder model to classify the origin and set priority.

Configure the queue to automatically set priority based on origin.

Create a routing ruleset with a classification step that sets priority based on origin, and a routing step that routes to the appropriate queue based on origin.

Create separate workstreams for each origin and configure routing rules in each.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 1

Configure Routing MB-230 Practice Questions (Page 4)

Part of the Configure representative experience and routing domain, which accounts for 25–30% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~10–20 in this domain), expect 3–7 from this objective — we provide 48 practice questions to prepare you well beyond it. (estimate)

48questions here

10free pages

9concepts

25–30%of the exam

Questions 16–20

16foundation · easy
What is the primary purpose of a queue in Dynamics 365 Customer Service?
Select an answer first
17application · medium
Contoso has a support team that handles cases from multiple channels. They want to organize cases into different queues based on the channel and the product. They have created queues for 'Email - Product A', 'Email - Product B', 'Chat - Product A', and 'Chat - Product B'. You need to configure routing so that cases are automatically placed in the correct queue. What should you do?
Select an answer first
18expert · hard
Fabrikam has a queue that is used for both email and chat. They want to prioritize chat conversations over email cases in the queue. They have set the priority field on the records, but the queue does not seem to prioritize chat. What should you do?
Select an answer first
19application · medium
A support team wants to automatically categorize incoming cases based on the product mentioned in the subject line, and then route them to the appropriate product-specific queue. What should you configure?
Select an answer first
20expert · hard
A company wants to route cases to a queue based on the case's origin (phone, email, web) and also apply a classification that sets the priority. They have a single workstream. What should you configure?
Select an answer first

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