Microsoft Dynamics 365 Fundamentals Practice Exam

What method allocates conversations to the most qualified agent?

1. Team Collaboration

2. Skill-Based Routing

3. Lead Distribution Mechanism

4. Priority Assignment

The correct answer is: Skill-Based Routing

The method that allocates conversations to the most qualified agent is skill-based routing. This approach ensures that incoming inquiries or conversations are directed to agents who have the specific skills or expertise required to effectively resolve those inquiries. In skill-based routing, each agent is assigned specific skills based on their training and experience, which allows the system to analyze an incoming request and match it with the best-suited agent available. This not only improves the chances of a successful resolution but also enhances customer satisfaction by connecting them with an agent who can address their needs proficiently. The other methods, while they may contribute to managing inquiries, do not specifically focus on matching the qualifications of agents to the needs of the conversation as effectively as skill-based routing does. Team collaboration may involve multiple agents working together but does not prioritize individual qualifications for specific inquiries. Lead distribution mechanisms often focus on equally distributing leads among agents rather than optimizing based on skills. Finally, priority assignment typically addresses the urgency of issues rather than aligning those issues with agent qualifications.