Exam MB-230 topic 4 question 5 discussion

I think correct answer is C. how can you add channel to existing workstream. Workstream create only with one channel. if you need to add same channel you need to create new workstream

The given answer seems correct: "The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to." https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams

C. For each social media channel, you should create separate workstreams. This is because Facebook and Twitter have different message formats, interaction styles, and support requirements.

I think the correct answer is D "The workstream can belong to multiple channels of the same type, like multiple chat channels. In this case, all the conversations from these channels inherit the routing and work assignment settings of the workstream they belong to. The workstream can be one of the following types: Messaging: To route conversations from live chat, SMS, social, and Microsoft Teams channels."

Answer is Create a new work stream for each channel. We cant create Facebook channel on the existing live chat/email or voice channels.

I think it is C, because it does not seem possible to select multiple channel types for one workstream... https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-facebook-channel?tabs=customerserviceadmincenter#configure-a-facebook-channel

Given ans is correct

Given Answer is Correct D. Add the new channel to the existing work stream. Since the new product team already handles text messages, emails, and live chats from the company website, it would be the least effort to add Facebook and Twitter as new channels to the existing work stream. This can be done by configuring the existing work stream to include Facebook and Twitter channels in addition to the existing ones. This would not require creating a new resource characteristic or routing rule, and creating a new work stream for each channel would be more time-consuming and require more effort.

A workstream can only have one channel, and you can't change it after saving. So if you have to add new channels, you need to add a new Workstream.

Facebook and Twitter are different types of channels. I believe these need to be created as channels in separate work streams.

I think it's D because you can edit existing workstreams and you can have multiple channels of the same type on a workstream (three options are Messaging, Record, Voice). Facebook and Twitter are different channels but not different types of workstreams. The question also asks for easiest method.

Answer is C Based on the following, Facebook requires a separate workstream, therefore twitter also Work streams can be associated with the following types of channels: ● Chat ● SMS ● Facebook ● Table