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Question 125 - MB-230 discussion

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You are implementing Omnichannel for Customer Service for a company.

The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.

You need to configure the system.

Which two components should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Create a work item trigger

Answers
A.

Create a work item trigger

B.

Turn on Agent Affinity

Answers
B.

Turn on Agent Affinity

C.

Create a Parent Child attribute

Answers
C.

Create a Parent Child attribute

D.

Create a routing rule

Answers
D.

Create a routing rule

E.

Turn on a custom listener

Answers
E.

Turn on a custom listener

Suggested answer: A, D

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca

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asked 05/10/2024
Marco Di Munno
36 questions
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