What should you do?

A company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.

What should you do?
A . Create a new resource characteristic.
B. Create a routing rule.
C. Create a new work stream for each channel.
D. Add the new channel to the existing work stream.

View Answer

Answer: D

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams