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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 private.
Does the solution meet the goal?
Click on the arrows to vote for the correct answer
A. B.A.
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-casesThe solution presented in the scenario will not meet the stated goals. Here is why:
The first requirement is to create private queues for each user that no one else can access. The solution states that each user's queue will be private, which meets this requirement.
The second requirement is that users must not be able to view each other's queues. However, the solution does not address this requirement. By default, users with appropriate privileges can see other users' queues, even if they cannot access them. To prevent users from seeing each other's queues, the solution should also disable queue sharing.
The third requirement is that users must be able to work from the support queue. The solution sets up the support queue to be private, which means that only its owners can access it. This setup would prevent users from working in the support queue unless they have been explicitly granted access to it.
Therefore, the correct answer to the question is B. No, the solution does not meet the stated goals. To meet all three requirements, the solution should create private queues for each user, disable queue sharing to prevent users from seeing each other's queues, and set up the support queue to be public or shared with applicable members.