Exam MB-910 topic 1 question 119 discussion

Actual exam question from Microsoft's MB-910

Question #: 119
Topic #: 1

DRAG DROP
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A company uses Dynamics 365 Customer Service. Incoming case records are assigned to queues.

Cases need to be assigned to employees based on predetermined criteria.

You need to determine which routing rules to configure.

Which routing rules should you configure?

To answer, drag the appropriate rule types to the correct needs. Each rule type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

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Suggested Answer:

by egg007 at Aug. 4, 2024, 4:06 p.m.

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AlexCS84

9 months, 3 weeks ago

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-work-classification In the first section: <<Typically, rules are written in the format of "if defined condition satisfies, then set the output attributes to certain values>> So, also in my opinion the first should be Work Classification

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BBICE257

10 months, 1 week ago

I think the first one is Work classification - as it can classify the work based on given information and update the priority. Second one is Prioritisation

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egg007

10 months, 2 weeks ago

Wrong answer, it is Work classification: Work classification specifically addresses the need to assign work based on agent capacity, ensuring that agents are not overloaded and that work is distributed evenly.

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egg007

10 months, 2 weeks ago

I mean the second question is wrong: Assignment order....

upvoted 2 times

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