Microsoft MB-230 Microsoft Dynamics 365 for Customer Service 10 31Oct2024 - Practice Quiz

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A customer service manager is looking to implement an automation tool within Microsoft Dynamics 365 to streamline the ticketing process. The goal is to ensure that tickets are automatically assigned to the appropriate agents based on their expertise and current workload. The manager has identified three key criteria for the automation: the agent\'s skill set, the current number of open tickets assigned to each agent, and the priority level of the incoming tickets. Given these criteria, which approach would best utilize Dynamics 365\'s automation capabilities to achieve the desired outcome?

Create a workflow that evaluates each incoming ticket based on the defined criteria and assigns it to the agent with the least number of open tickets who possesses the required skill set for the ticket's priority level.

Set up a rule that assigns all incoming tickets to the agent with the highest skill level, regardless of their current workload.

Implement a system where tickets are assigned randomly to agents to ensure equal distribution of workload.

Develop a manual process where agents can claim tickets based on their availability and expertise.

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