Manage a Dynamics 365 for Customer Service Environment

Modify Routing Rule to Target a Queue Instead of a User

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Question

You manage a Dynamics 365 for Customer Service environment.

You create and activate a routing rule.

You need to modify the routing rule to a target a queue instead of a user.

You navigate to routing rule sets.

What should you do first?

Answers

Explanations

Click on the arrows to vote for the correct answer

A. B. C. D.

D.

To modify a routing rule to target a queue instead of a user in a Dynamics 365 for Customer Service environment, you should follow these steps:

  1. Navigate to the routing rule sets: You need to go to the routing rule sets to modify the routing rule. To do so, you can follow these steps:
  • Go to the Dynamics 365 for Customer Service environment.
  • Click on the Settings icon in the top-right corner of the screen.
  • Select Service Management from the Settings menu.
  • Click on Routing Rule Sets.

  1. Select the routing rule: Once you are in the Routing Rule Sets page, select the routing rule that you want to modify.

  2. Click on Edit: After selecting the routing rule, click on the Edit button in the command bar to modify the routing rule.

  3. Toggle the radio button for Route from user/team to queue: In the Edit Routing Rule page, locate the Route To section, and toggle the radio button from User/Team to Queue. This will allow you to select a queue instead of a user/team as the target for the routing rule.

  4. Use Lookup to specify the Add to queue value: Once you have selected the Queue option, use the Lookup button next to the Add to queue field to select the target queue for the routing rule.

  5. Save and activate the routing rule: After selecting the target queue, save the changes to the routing rule and activate it to ensure that the new settings take effect.

Therefore, the correct answer to the question is C. Toggle the radio button for Route from user/team to queue.

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