Private Queue Configuration for Dynamics 365 Customer Service Exam | MB-230
Question
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?
Answers
Explanations
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A. B.A.
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-casesAs a Dynamics 365 for Customer Service manager, creating queues is a way of organizing work items and ensuring that customer inquiries or issues are resolved efficiently. There are three types of queues available in Dynamics 365 for Customer Service: Public, Private, and Article.
Public Queues: These are queues that are accessible to all members of the organization who have the necessary permissions to access them. They are typically used for managing incoming customer service requests that can be handled by any agent.
Private Queues: These are queues that are restricted to members of a specific team. Private queues are useful when you want to ensure that only a particular team can access and work on specific types of work items.
Article Queues: These queues are used to manage knowledge articles that can be used to resolve customer inquiries. Article queues are typically used in a self-service portal or a knowledge management system.
Based on the scenario described, the manager has assigned teams to specific queues and has decided to create a private queue. If the objective is to ensure that only the assigned team(s) can access and work on the work items in the queue, then creating a private queue would achieve this objective.
Therefore, the answer to the question is A. Yes, it does.
