Microsoft Dynamics 365 Fundamentals (CRM) — Question 81

A repair company offers five types of service-level agreements (SLAs). Customers can choose an SLA when they purchase a service contract. You define routing and assignment rules to support the SLAs.

A service manager observes that outstanding service requests are not being automatically assigned by the routing rules.

You need to resolve the issue.

What should you do?

Answer options

• A. Configure queue item views.
• B. Configure the queue.
• C. Create five new queues.
• D. Create a view for the outstanding requests.

Correct answer: B

Explanation

The correct answer is B because adjusting the queue settings is necessary to ensure that the routing rules function correctly and automatically assign service requests. The other options, such as configuring views or creating new queues, do not directly resolve the issue of the routing rules not working as intended.