Microsoft Exam MB-230 Topic 3 Question 64 Discussion

Actual exam question for Microsoft's MB-230 exam

Question #: 64
Topic #: 3

You are implementing Omnichannel for Customer Service for a company.

The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.

You need to configure the system.

Which two components should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

ACreate a work item trigger

BTurn on Agent Affinity

CCreate a Parent Child attribute

DCreate a routing rule

ETurn on a custom listener

Show Suggested Answer

Suggested Answer: B

by Youlanda at May 08, 2024, 08:45 AM

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Quentin

2 months ago

Wait, is this a trick question? I feel like I'm missing something obvious here. *scratches head* Eh, I'll just go with B and D and hope for the best.

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Avery

3 days ago

User 3: I agree, let's go with B and D.

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Francisca

4 days ago

User 2: Yeah, those seem like the most logical choices.

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Hortencia

16 days ago

User 1: I think B and D are the way to go.

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Jordan

2 months ago

I'm stuck between B and E. Turning on Agent Affinity seems like a no-brainer, but a custom listener could be interesting too. Decisions, decisions!

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Renea

7 days ago

In that case, maybe it's best to configure both B) Turn on Agent Affinity and E) Turn on a custom listener for a comprehensive solution.

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Magda

8 days ago

True, both options have their benefits. It might be worth considering how a custom listener could enhance the omnichannel experience.

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Yoko

14 days ago

I agree, Agent Affinity is important for this setup. But E) Turn on a custom listener could also be beneficial for handling inquiries.

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Jerry

1 months ago

A custom listener could also be beneficial. It allows for more personalized responses to customers.

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Benedict

1 months ago

I think turning on Agent Affinity is a good choice. It helps with routing inquiries efficiently.

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Ashlyn

2 months ago

I think you should go with B) Turn on Agent Affinity. It will help the team members pick up any inquiry.

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Gerald

2 months ago

I'm not sure about the Parent Child attribute, that seems a bit overkill for this scenario. I'd go with the work item trigger and the routing rule.

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Markus

3 months ago

In addition to a routing rule, we should also turn on Agent Affinity to ensure team members can pick up any inquiry.

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Glenn

3 months ago

Hmm, I think option B and D are the way to go. Agent Affinity and a routing rule should help ensure each inquiry gets to the right team member.

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Thomasena

2 months ago

Definitely, with those two components configured, the team members will be able to efficiently handle inquiries from different social platforms.

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Yolande

2 months ago

That makes sense, having both Agent Affinity and a routing rule in place will streamline the process for handling inquiries.

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Lauryn

2 months ago

Yes, and creating a routing rule will ensure that inquiries are directed to the appropriate specialized team member.

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Kara

2 months ago

I agree, setting up Agent Affinity will help assign inquiries to the right team member.

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Pilar

3 months ago

I agree with Goldie, a routing rule would help in directing inquiries to the right team member.

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Goldie

3 months ago

I think we should configure a routing rule.

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