You need to consider the underlined segment to establish whether it is accurate.Routing rules must be used to automate the process of adding cases to a queue.
Answer(s): A
Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator.You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents.Which of the following is TRUE with regards to the entitlement channel?
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
You work in customer support at you company.You have been tasked with generating the entitlements for your clients in Dynamics 365 for Customer Service.Which of the following actions should you take?
Answer(s): C
You are a Dynamics 365 for Customer Service manager.You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.You decide to create a Private queue.Does the action achieve your objective?
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases
You are a Dynamics 365 for Customer Service manager.You are preparing to configure queues for the purpose of managing support. After assigning teams respectively to a queue, you need to decide on the type of queue you are going to create.You decide to create a Public queue.Does the action achieve your objective?
Answer(s): B
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