Microsoft Dynamics 365 Fundamentals (CRM) — Question 146

Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?

Answer options

• A. Work orders
• B. Queues
• C. Work items
• D. Activities

Correct answer: B

Explanation

The correct answer is B, as 'Queues' are specifically designed to hold and manage submissions until they are addressed by the appropriate agents. 'Work orders', 'Work items', and 'Activities' do not accurately reflect the method of organizing submissions, as they pertain to different processes or tasks rather than the categorization of incoming requests.