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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 public.
✑ 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?

A. Yes

B. No












 

Suggested Answer: B

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases

Manage queues, entitlements, and service-level agreements (SLAs)

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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