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Question 121 - MB-230 discussion

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You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.

You receive the following error message:

Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.

You need to enable unified record routing and route records.

Which three steps must you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Set up users as leads.

Answers
A.

Set up users as leads.

B.

Deploy Omnichannel for Customer Service.

Answers
B.

Deploy Omnichannel for Customer Service.

C.

Enable an entity for queues.

Answers
C.

Enable an entity for queues.

D.

Set up users as contacts.

Answers
D.

Set up users as contacts.

E.

Provision unified routing for Customer Service only.

Answers
E.

Provision unified routing for Customer Service only.

F.

Set up users as bookable resources.

Answers
F.

Set up users as bookable resources.

Suggested answer: B, E, F

Explanation:

BE: Provision unified routing in Customer Service with Omnichannel for Customer Service When Omnichannel for Customer Service is available but not deployed, in the Service Configuration Settings page, the following message will appear:

"Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support." F: Set up unified routing for records, prerequisites To set up record routing for Customer Service, unified routing must be enabled in your environment.

You must have users configured as bookable resource.

Etc.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/provision-unified-routing

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-record-routing

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asked 05/10/2024
Yves ADINGNI
37 questions
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