Contoso wants to route custom records (e.g., 'Service Request') through the unified routing system. They have created a workstream and routing rules, but the records are not being routed. What should you do?

Enable the 'Service Request' table for routing in the routing configuration.

Use a skill finder model to identify the required skills for the 'Service Request' records.

Create a queue for the 'Service Request' records and assign it to the workstream.

Add the 'Service Request' table to the workstream's channel.

What is the purpose of a skill finder model in Dynamics 365 Customer Service?

To define the capacity of agents

To identify the most suitable agents for a task based on skills

Fabrikam wants to use a skill finder model to automatically suggest skills for cases. They have created the model and published it, but the skill suggestions are not appearing on the case form. What should you do?

Manually run the skill finder model on each case.

Enable the skill finder model in the system settings.

Add the skill finder model to the workstream's routing rule.

Create a new skill finder model and publish it again.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 1

Configure Routing MB-230 Practice Questions (Page 9)

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 41–45

41application · medium
Contoso wants to route custom records (e.g., 'Service Request') through the unified routing system. They have created a workstream and routing rules, but the records are not being routed. What should you do?
Select an answer first
42foundation · easy
What is the purpose of a skill finder model in Dynamics 365 Customer Service?
Select an answer first
43foundation · easy
Which of the following is used to allocate work items to representatives based on classification and availability?
Select an answer first
44foundation · easy
In Dynamics 365 Customer Service, which component is used to define how incoming customer service interactions are routed, prioritized, and assigned to representatives?
Select an answer first
45application · medium
Fabrikam wants to use a skill finder model to automatically suggest skills for cases. They have created the model and published it, but the skill suggestions are not appearing on the case form. What should you do?
Select an answer first

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Configure Routing MB-230 Practice Questions (Page 9)

Questions 41–45

Contoso wants to route custom records (e.g., 'Service Request') through the unified routing system. They have created a workstream and routing rules, but the records are not being routed. What should you do?

What is the purpose of a skill finder model in Dynamics 365 Customer Service?

Which of the following is used to allocate work items to representatives based on classification and availability?

In Dynamics 365 Customer Service, which component is used to define how incoming customer service interactions are routed, prioritized, and assigned to representatives?

Fabrikam wants to use a skill finder model to automatically suggest skills for cases. They have created the model and published it, but the skill suggestions are not appearing on the case form. What should you do?

Keep studying — Configure representative experience and routing