DRAG DROP (Drag and Drop is not supported)
You are an Omnichannel administrator for a company. The company is implementing a chat channel.
You need to route all chats relating to work orders to the field service queue.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
- See Explanation section for answer.
Answer(s): A
Explanation:
Step 1: Enable the work order entity for queue and activities.
Which entity/table can be enabled for the queues?
All customizable entities can be enabled for queues.
Step 2: Create a queue named field service.
Step 3: Create a new entity routing channel record for field service and add Work Order as an active entity.
You can create a work order to coordinate and schedule resources and activities.
Step 4: Add a new rule routing set for work orders
Example: we want to define a routing rules to rout high/low priority cases to respective queues. To create routing rule, we need to use following instructions:
Navigate to Settings-> Service Management-> Routing Rule Set->New
Fill routing rule set name, Let’s say “Case Assignment Rule”
Click on Save button under command bar
Click on plus sign on Rule Item sub grid to create rule
Define routing rule like following screen and click on Save and Close on rule item window.
Step 5: Create a Rule item and specify the rule criteria and action to route to the Field Service Queue.
Reference:
https://community.dynamics.com/crm/b/mahenderpal/posts/using-routing-rule-set-in-microsoft-dynamics-crm-2013