HOTSPOT -
You are implementing Omnichannel for Customer Service for a hospital.
Each customer service agent has a chat capacity of 200.
The implementation requirements are as follows:
Each agent can take no more than two chats at a time.
A new conversation must auto assign to an available agent.
You need to select the conversation options to meet the requirements.
Which options should you configure?
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Suggested Answer: 
    

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/unified-routing-work-distribution

Implement Omnichannel for Customer Service

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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