Microsoft Dynamics 365 Fundamentals (CRM) — Question 92

A company allows customers to submit cases through its website. A case type field on the webform has sales and service options.

You need to add the case automatically to the sales or service queue based on the field value, using only out-of-the-box functionality.

What should you configure?

Answer options

• A. record creation and update rule
• B. sequence
• C. routing rule
• D. assistant

Correct answer: C

Explanation

The correct answer is C, a routing rule, which is specifically designed to direct cases to the appropriate queue based on predefined criteria. The other options, such as record creation and update rule (A), sequence (B), and assistant (D), do not provide the necessary functionality for automatically routing cases based on field values.