Exam MB-230 topic 2 question 33 discussion

Actual exam question from Microsoft's MB-230

Question #: 33
Topic #: 2

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A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) is implementing Dynamics 365 Customer Service.

The company requires a presales solution that handles presales inquiries and existing customer support calls. The solution must meet the following requirements:

• Presales inquiry handling must be maintained separately from support call handling.
• Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis.
• Support calls for specific HVAC systems must be directed only to their respective certified technicians.

You need to configure the solution.

Which components should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Suggested Answer:

by Kratinhos at June 25, 2023, 6:11 p.m.

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seri7

6 months, 3 weeks ago

last one should be "Skill attachment Rules"

upvoted 1 times

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Stani

1 year, 9 months ago

On exam 15/09/2023. I selected: queues - workstream - skill attachment rules. For last one I found this reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-skill-based-routing?tabs=customerserviceadmincenter

upvoted 3 times

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Lemppy

1 year, 11 months ago

Answers are not wrong, but I think the answers could also be: Workstream Workstream Skill attachment rule Presales inquiries & Workstream: First in first out is an available option for a rule in the decision list (route to queues in workstreams) Calls assigned by certification: Skill requirement needs to be identified and attached to the item first, after that it can be used in the assignment ruleset

upvoted 1 times

Lemppy

1 year, 11 months ago

maybe skill could be identified by other means (channel / custom api action) than using the classification rules of the workstream… So assignment ruleset seems the must-have option.

upvoted 1 times

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Kratinhos

1 year, 11 months ago

Seems correct

upvoted 1 times

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