You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete…

The objective is to automatically direct cases originating from telephone calls to a specific queue. This can be accomplished through two primary configuration methods in Dynamics 365 Customer Service:

1. Case Routing Rules (D): This is the most direct method. A routing rule set can be created with a rule item that specifies a condition, such as "Case Origin equals Phone." When a case is created that meets this condition, the rule automatically routes it to the designated queue.

2. Automatic Record Creation and Update Rules (E): This method can also achieve the goal. A rule can be configured to monitor for the creation of a Phone Call activity. When an agent logs a call, this rule can be triggered to automatically create a case from that activity and, as a subsequent step within the same rule, route the newly created case to a specific queue.

A. Create a case from email: This configuration is specific to the email channel and does not apply to routing cases that originate from a telephone call.

B. Define an SLA and entitlements and set entitlement values for case numbers: SLAs and entitlements are used to manage service contracts and track performance against service metrics, not for routing work items to queues.

C. Configure a status reason transition: This feature controls the permissible changes in a case's status reason field, which is unrelated to assigning the case to a queue.

1. Microsoft Learn. (n.d.). Set up rules to automatically route cases. Dynamics 365 Customer Service documentation. Retrieved from https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-rules-to-automatically-route-cases.

Section: "Create a routing rule set". This section details how to create rule items with conditions (e.g.

based on case origin) and an action to route the case to a specific queue. This directly supports option D.

2. Microsoft Learn. (n.d.). Automatically create or update records in Customer Service Hub. Dynamics 365 Customer Service documentation. Retrieved from https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-rules-to-automatically-create-or-update-records.

Section: "Configure advanced settings for rules". This section explicitly shows that after a record (like a case) is created by the rule

an action can be added to "Route to a queue". This supports option E as a valid method.

3. Microsoft Learn. (n.d.). Define status reason transitions for the Case or custom entities. Dynamics 365 Customer Service documentation. Retrieved from https://learn.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions.

Overview Section: This document confirms that status reason transitions are for controlling the flow of status

which invalidates option C.