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Choose the best response for each of the following questions.
What is the primary role of queues in Dynamics 365 Contact Center?
To assign work directly to service representatives
To group and hold incoming work before it is routed
To define routing rules and skill requirements
To monitor realtime service performance
What does a workstream define in the work allocation process?
Which service representative receives the work
Where work waits before assignment
The type of work and the rules that apply to it
How supervisors monitor workload
Which statement best describes unified routing in Dynamics 365 Contact Center?
A routing method used only for voice interactions
A manual process for distributing work across teams
A single routing engine that assigns work consistently across channels
A reporting feature used by supervisors
In what order does work typically flow through the work allocation process?
Workstreams → Routing → Queues
Queues → Workstreams → Routing
Routing → Workstreams → Queues
Routing → Queues → Workstreams
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