Which setup should you select?

A company is implementing Omnichannel for Dynamics 365 Customer Service.

The company’s requirements are:

• Live chat must be available through Omnichannel for cases only.

• High-priority cases must automatically be sent to the next available agent.

• Lower-priority cases must wait to be picked up by an agent

• All work must be distributed evenly with no other conditions.

You need to select the setup that meets the requirements.

Which setup should you select?
A . one workstream and one routing rule
B. one workstream and two routing rules
C. two workstreams and two routing rules per workstream
D. two workstreams and one routing rule per workstream

View Answer

Answer: B