Exam MB-230 topic 2 question 9 discussion

Actual exam question from Microsoft's MB-230

Question #: 9
Topic #: 2

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
You need to categorize activities and cases by using queues.
How should you categorize each record? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
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by TheBinMan at Oct. 17, 2019, 1:39 p.m.

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TheBinMan

Highly Voted 4 years, 3 months ago

This question is so vague and means nothing to me

upvoted 67 times

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Ravikiran7582

Highly Voted 4 years, 2 months ago

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

upvoted 35 times

wildflower

3 years, 10 months ago

this needs more upvotes Gives the explanation we need in the docs link Use queues to categorize and prioritize your activities and cases. You can categorize based on: Different products or services

upvoted 16 times

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HaCha

Most Recent 11 months ago

In Dynamics 365 for Customer Service, activities and cases can be categorized by using queues as follows: Queues for activities: When an activity is created, it can be added to a specific queue. The activity can then be assigned to a user or team that has access to the queue. This helps to categorize and prioritize the activities based on their type or purpose. Queues for cases: When a case is created, it can be added to a specific queue based on its type or priority. The case can then be assigned to a user or team that has access to the queue. This helps to categorize and prioritize the cases based on their type or priority. By categorizing activities and cases using queues, it becomes easier to manage and prioritize work based on its type, purpose, or priority. This helps to ensure that work is completed efficiently and effectively, while also ensuring that the most important work is given the necessary attention and resources.

upvoted 1 times

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fhqhfhqh

2 years, 7 months ago

This question was on the exam.

upvoted 3 times

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dynamicsdaddy

3 years ago

Crazy question. But we are not talking about solutions here.

upvoted 6 times

_WMC_

2 years, 7 months ago

From the document linked by Ravikiran7582: "Use queues to categorize and prioritize your activities and cases. You can categorize based on: Different products or services Different subscription levels (regular, premium customers) Various activity categories Different geography" For each part of the question we are given one valid category: Products or Services. Solutions (either managed or unmanaged) are not valid categories for organizing queues.

upvoted 3 times

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