Configure Routing MB-230 Practice Questions (Page 8)

Questions 36–40

1. 36application · medium

   Contoso Bank uses Dynamics 365 Customer Service. They have two queues: 'Premium Support' and 'Standard Support'. Premium customers must always be routed to the Premium queue, regardless of the channel. Standard customers should go to the Standard queue. You need to configure routing so that the correct queue is selected for each customer. What should you do?

   • ACreate two separate workstreams, one for each queue, and configure each with a channel-specific routing rule.
   • BConfigure the queues as 'default queues' and let the system automatically assign cases based on the queue's priority.
   • CCreate a single workstream with a routing rule that checks the customer's tier and assigns the appropriate queue.
   • DUse a skill-based routing rule to assign the case to an agent with the 'Premium' skill, which will place the case in the Premium queue.
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2. 37expert · hard

   Fabrikam has a single workstream for email and chat. They want to route email cases to the 'Email Support' queue and chat conversations to the 'Chat Support' queue. They have created both queues and a routing rule that checks the channel. However, email cases are being routed to the 'Chat Support' queue. What is the most likely cause?

   • AThe email cases are being created with the wrong channel field value.
   • BThe email channel is not enabled in the workstream.
   • CThe routing rule for email is placed after the routing rule for chat, and the chat rule matches all records.
   • DThe 'Email Support' queue is not enabled for routing.
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4. 38foundation · easy

   Which component in Dynamics 365 Customer Service contains the conditions and actions that determine where a work item is routed?

   • ARouting rule set
   • BQueue
   • CCapacity profile
   • DSkill finder model
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5. 39expert · hard

   A company has a complex case that requires both 'Technical Support' and 'Bilingual' skills. They have two representatives: Rep A has both skills but is at 80% capacity, and Rep B has only 'Technical Support' but is at 20% capacity. The company wants to ensure the case is routed to the most suitable representative, considering both skills and capacity. What should you configure?

   • AUse a skill finder model that ranks representatives by skill match and then apply a capacity profile to filter out those without capacity.
   • BManually assign the case to Rep A because they have both skills.
   • CCreate a routing rule that requires both skills and routes to the first available representative in the queue.
   • DUse a capacity profile to determine the representative with the most available capacity and then check skills.
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6. 40foundation · easy

   Which of the following is a typical purpose of configuring a workstream in Dynamics 365 Customer Service?

   • ATo manage user permissions and security roles
   • BTo create custom fields for case records
   • CTo configure the appearance of the customer service portal
   • DTo define the routing and assignment behavior for a specific channel, such as chat or email
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