AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ80

Configure work distribution

A company uses intent-based routing for customer chat conversations.

The company must be able to:

  • Route billing-related conversations to specialists who handle billing intents.
  • Ensure routing stays within the correct part of the company.

You need to configure intent-based routing. How should you perform the configurations?

Select
Route billing conversations to appropriate specialists.
Ensure routing remains within the correct part of the company.
Explanation

In Dynamics 365 unified routing, an intent group can be mapped to a user group so conversations with that detected intent are routed to the appropriate specialists. Assigning a queue to a line of business scopes the queue to the relevant organizational area, helping keep routing within that part of the company.

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