Northwind Traders has a team of support agents who handle both email and chat. They want to ensure that agents are not overwhelmed by simultaneous work. They have configured capacity profiles, but they notice that agents are still receiving more work than they can handle. You need to adjust the configuration to better manage workload. What should you do?

Increase the capacity unit value for the capacity profile assigned to the agents.

Remove the capacity profile from the agents and rely on the default capacity.

Decrease the capacity unit value for the capacity profile assigned to the agents.

Create a new capacity profile with a higher capacity unit value and assign it to the agents.

Fabrikam wants to automatically identify the skills required for a case based on the case title and description. They have configured a skill finder model, but it is not suggesting the correct skills. You need to improve the skill finder model's accuracy. What should you do?

Change the skill finder model to use a different language.

Disable the skill finder model and use a basic routing rule.

Manually assign skills to each case after the skill finder runs.

Add more training data to the skill finder model and retrain it.

What is the primary purpose of skills-based routing in Dynamics 365 Customer Service?

To prioritize work items based on customer status

To automatically close resolved cases

To route work items to the queue with the lowest workload

To match customer service requests with agents who have the required skills

In Dynamics 365 Customer Service, what does 'record routing' refer to?

Routing non-conversational records such as cases and emails

Routing only live chat sessions

Routing only social media messages

In Dynamics 365 Customer Service, where would an administrator adjust user settings such as default presence and notification preferences for a representative?

In the workstream configuration

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 1

Configure Routing MB-230 Practice Questions (Page 7)

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 31–35

31application · easy
Northwind Traders has a team of support agents who handle both email and chat. They want to ensure that agents are not overwhelmed by simultaneous work. They have configured capacity profiles, but they notice that agents are still receiving more work than they can handle. You need to adjust the configuration to better manage workload. What should you do?
Select an answer first
32application · medium
Fabrikam wants to automatically identify the skills required for a case based on the case title and description. They have configured a skill finder model, but it is not suggesting the correct skills. You need to improve the skill finder model's accuracy. What should you do?
Select an answer first
33foundation · easy
What is the primary purpose of skills-based routing in Dynamics 365 Customer Service?
Select an answer first
34foundation · easy
In Dynamics 365 Customer Service, what does 'record routing' refer to?
Select an answer first
35foundation · easy
In Dynamics 365 Customer Service, where would an administrator adjust user settings such as default presence and notification preferences for a representative?
Select an answer first

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