Microsoft Exam MB-230 Topic 3 Question 64 Discussion

Actual exam question for Microsoft's MB-230 exam

Question #: 64
Topic #: 3

You are implementing Omnichannel for Customer Service for a company.

The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.

You need to configure the system.

Which two components should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

ACreate a work item trigger

BTurn on Agent Affinity

CCreate a Parent Child attribute

DCreate a routing rule

ETurn on a custom listener

Show Suggested Answer

Suggested Answer: B

by Youlanda at May 08, 2024, 08:45 AM

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Jordan

14 days ago

I'm stuck between B and E. Turning on Agent Affinity seems like a no-brainer, but a custom listener could be interesting too. Decisions, decisions!

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Ashlyn

2 days ago

I think you should go with B) Turn on Agent Affinity. It will help the team members pick up any inquiry.

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Gerald

20 days ago

I'm not sure about the Parent Child attribute, that seems a bit overkill for this scenario. I'd go with the work item trigger and the routing rule.

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Markus

22 days ago

In addition to a routing rule, we should also turn on Agent Affinity to ensure team members can pick up any inquiry.

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Glenn

23 days ago

Hmm, I think option B and D are the way to go. Agent Affinity and a routing rule should help ensure each inquiry gets to the right team member.

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Lauryn

16 hours ago

Yes, and creating a routing rule will ensure that inquiries are directed to the appropriate specialized team member.

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Kara

3 days ago

I agree, setting up Agent Affinity will help assign inquiries to the right team member.

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Pilar

23 days ago

I agree with Goldie, a routing rule would help in directing inquiries to the right team member.

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Goldie

28 days ago

I think we should configure a routing rule.

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