Practice Assessment

Question 1

A company uses Dynamics 365 Customer Service and Omnichannel for Customer Service.

You are configuring a workstream.

You need to ensure that agents can select work items only from open work items.

What should you do?

Answer 1

When configuring a workstream, in the Work distribution mode, Pick mode means the agents can select the work items from the open work items while the Push mode means a work item is dispatched to agents automatically using a message alert.