The Solution for Setting up Queues in Dynamics 365 Customer Service
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You are implementing Dynamics 365 Customer Service for a call center.
There are separate queues for level1 and level2
You need to set up the queues to meet the following requirements: -> Users must have their own queues that no one else can access.
-> Users must not be able to view each other's queue.
-> Users must be able to work from the support queue.
Solution: -> Set up each user queue to be public.
-> Set up level1 and level2 queues to be public and add applicable members.
-> Set up the support queue to be public.
Does the solution meet the goal?
Answers
Explanations
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A. B.B.
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-casesThe given solution does not meet the stated goals.
The requirements state that users should have their own queues that no one else can access and they should not be able to view each other's queue. However, the proposed solution sets up all queues to be public, meaning that anyone can access them. This contradicts the first requirement of having user-specific queues.
Additionally, the proposed solution does not address the second requirement of users not being able to view each other's queue. Since all queues are public, users can view each other's queues, which is not desired.
Finally, the proposed solution sets up the support queue to be public, which is not a requirement stated in the scenario.
Therefore, the proposed solution does not meet the stated goals and the answer is B. No.
A possible alternative solution to meet the requirements would be to set up each user's queue as private, meaning that only the owner can access it. The level1 and level2 queues should also be set up as private and applicable members should be added. Additionally, the support queue should also be set up as private and applicable members should be added. This would ensure that users have their own private queues, cannot view each other's queues, and can work from the support queue.
