Setting Up Queues to Meet Requirements
Question
Note: This question is part of a series of questions that present the same scenario.
Each question in the series contains a unique solution that might meet the stated goals.
Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it.
As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center.
There are separate queues for level1 and level2
You need to set up the queues to meet the following requirements: -> Users must have their own queues that no one else can access.
-> Users must not be able to view each other's queue.
-> Users must be able to work from the support queue.
Solution: -> Set up each user queue to be private.
-> Set up level1 and level2 queues to be public and add applicable members.
-> Set up the support queue to be public.
Does the solution meet the goal?
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B.B.
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-casesThe proposed solution meets the stated requirements. Here is a detailed explanation:
The first requirement is that each user must have their own private queue that no one else can access. The solution addresses this by setting up each user's queue to be private. By doing this, only the owner of the queue will be able to view and work on the records in their queue.
The second requirement is that users must not be able to view each other's queue. By setting up each user's queue as private, the solution ensures that users cannot access or view each other's queues. This prevents users from seeing each other's records or inadvertently working on records assigned to another user.
The third requirement is that users must be able to work from the support queue. The solution meets this requirement by setting up the support queue as public. Public queues can be accessed and worked on by multiple users, allowing them to collaborate on records and work together to resolve customer issues.
In addition, the solution sets up the level1 and level2 queues to be public and adds applicable members. This ensures that only the appropriate team members have access to these queues and can work on records assigned to them.
Therefore, the proposed solution meets all of the stated requirements and is a valid approach to set up the queues for the call center in Dynamics 365 Customer Service. The answer is A. Yes.
