Exam MB-230 topic 4 question 26 discussion

Actual exam question from Microsoft's MB-230

Question #: 26
Topic #: 4

A company is implementing Omnichannel for Dynamics 365 Customer Service.

The company’s requirements are:

• Live chat must be available through Omnichannel for cases only.
• High-priority cases must automatically be sent to the next available agent.
• Lower-priority cases must wait to be picked up by an agent.
• All work must be distributed evenly with no other conditions.

You need to select the setup that meets the requirements.

Which setup should you select?

A. one workstream and one routing rule
B. two workstreams and two routing rules per workstream
C. one workstream and two routing rules
D. two workstreams and one routing rule per workstream

Show Suggested Answer

Suggested Answer: C 🗳️

by AppleDash at Oct. 22, 2023, 6 p.m.

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Nyanne

4 weeks, 1 day ago

Selected Answer: D

Incorrect. There are two different work distribution methods. Pick for lower priority, and push for high priority (auto assigned to next available agent). A workstream can only have 1 work distrubution mode. Therefore you will need 2 workstreams, each with their ouwn routing rule. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-workstreams#create-a-workstream

upvoted 1 times

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AppleDash

6 months ago

Correct i think.

upvoted 3 times

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Exam MB-230 topic 4 question 26 discussion

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Nyanne

AppleDash

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