Case Management and Routing Flashcards
6 cards from real Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Case Management and Routing flashcards as text
What is the primary purpose of case routing in Dynamics 365 Customer Service?
Answer: To assign cases to the appropriate queue or agent based on defined rules
Case routing automatically assigns incoming cases to the right queue or agent based on routing rules configured in the system.
Which entity is used to track a customer's issue in Dynamics 365 Customer Service?
Answer: Case (Incident)
The Case (also known as Incident) entity is the primary record used to track and manage customer service issues.
What is the function of a Queue in Dynamics 365 Customer Service?
Answer: To hold work items waiting to be processed by agents
Queues in Dynamics 365 Customer Service are containers for work items (cases, activities) waiting to be picked up and worked on by agents.
Which routing method uses machine learning to automatically assign cases in Dynamics 365 Customer Service?
Answer: Unified routing with ML-based assignment
Unified routing with machine learning-based assignment uses AI models to intelligently route and assign work items to the best available agent.
What is a 'routing rule set' in Dynamics 365 Customer Service?
Answer: A set of conditions and actions that determine how cases are routed
A routing rule set contains conditions and corresponding actions that automatically route cases to specific queues or agents when conditions are met.
What happens when a case is 'resolved' in Dynamics 365 Customer Service?
Answer: The case is moved to a read-only resolved state with a resolution description
When resolved, a case is placed in a read-only state where the resolution and resolution description are recorded for future reference.
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