Automating Case Queue Processes with Routing Rules
Question
You need to consider the underlined segment to establish whether it is accurate.
Routing rules must be used to automate the process of adding cases to a queue.
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D.A.
The statement mentions "Routing rules must be used to automate the process of adding cases to a queue." Routing rules are used in Dynamics 365 Customer Service to automate the process of routing cases to the right people or teams. These rules can be based on various criteria such as case type, customer priority, language, etc.
Therefore, option A which states "No adjustment required" is incorrect as we need to verify the statement's accuracy.
Option B, which suggests "Business rules," is not accurate as business rules in Dynamics 365 Customer Service are used to automate simple tasks based on predefined conditions. For example, if a high-priority case is received, a business rule can be used to automatically set the status of the case to "Urgent."
Option C, which mentions "Business process flow," is also not accurate as business process flows are used to guide users through a specific business process or set of tasks, rather than automate the process of adding cases to a queue.
Option D, which proposes "Similarity rules," is also not accurate as similarity rules are used to suggest similar cases to agents based on certain criteria, such as keywords or case details.
Therefore, the correct answer is option A, "No adjustment required."
