You manage a Dynamics 365 Customer Service environment. You implement cases to handle customer issues. A case-routing rule is configured to route all cases to the appropriate queues based on defined criteria.
A customer service representative verifies that user-created cases are not automatically routing. Similar cases created by using inbound emails are automatically routing to queues.
You need to identify the routing issue for user-created cases.
What is the issue?

A. Case routing rules do not automatically apply to manually created cases.

B. The queue for this case is not set up or is inactive.

C. The routing rule is not set up to handle the defined routing of cases created by phone.

D. The routing rule to handle cases created by phone is inactive.








 

Suggested Answer: C



This question is in MB-230 Microsoft Dynamics 365 Customer Service Exam
For getting Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Certificate





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