Which configurations should you use?

HOTSPOT

You need to configure the queues.

Which configurations should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

View Answer

Answer:

Explanation:

Box 1: Record Creation and Update rule

Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service.

Box 2: Routing Rule

Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent’s capabilities.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing