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

By Microsoft · Question Mode

QuestionQ95

Configure work distribution

HOTSPOT -

A company is implementing Dynamics 365 Contact Center to support Service team 1 and Service team 2.

Service team 1 handles general inquiries. Service team 2 handles complex product issues. Each team must receive only its own work items. Service team 1 must be able to handle unidentified work items.

You need to configure the Contact Center environment to meet these requirements.

Which action should you perform for each requirement?

Select
Separate work by team.
Service team 1 handles unidentified work items.
Explanation

Queues collect and distribute work among their members, so separate queues isolate each team’s work. A fallback queue is the safety net for work that does not match a route-to-queue rule; configuring Service team 1’s queue as the fallback directs unidentified work items to that team.

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