Microsoft Dynamics 365 Customer Service — Question 62

You need to consider the underlined segment to establish whether it is accurate.

_Routing _ rules_ must be used to automate the process of adding cases to a queue.

Answer options

• A. No adjustment required.
• B. Business rules
• C. Business process flow
• D. Similarity rules

Correct answer: A

Explanation

The statement is correct as it stands, indicating that Routing rules are indeed necessary for automating the addition of cases to a queue. The other options suggest alternatives that do not fulfill the specific requirement of automating case management in this context.