MB-230 Configure Representative Experience and Routing — All Questions With Answers

{
  "logic": "AND",
  "conditions": [
    {
      "entity": "incident",
      "attribute": "prioritycode",
      "operator": "equals",
      "value": 1
    },
    {
      "entity": "incident",
      "attribute": "msdyn_is_escalated",
      "operator": "equals",
      "value": true
    }
  ],
  "action": {
    "type": "route_to_queue",
    "queue_id": "987-654-321"
  }
}

{
  "workstream": {
    "type": "Live Chat",
    "distribution": {
      "mode": "Push",
      "presence_stat": ["Available", "Busy"]
    },
    "session_template": "Chat Session"
  }
}

{
  "name": "Premium Email Assignment",
  "rules": [
    {
      "name": "Rule 1",
      "condition": "item.priority == 1 && item.origin == 'Email'",
      "assignment": {
        "type": "round-robin",
        "queue": "Enterprise Support"
      }
    }
  ]
}

{
  "logic": "Round Robin",
  "matching": "Exact Match",
  "attribute": "msdyn_skill",
  "behavior": "If no skill match is found, route to default queue"
}

{
  "ruleName": "Priority_Intake",
  "conditions": [
    {
      "entity": "incident",
      "attribute": "prioritycode",
      "operator": "equals",
      "value": "1"
    }
  ],
  "action": {
    "type": "routeToQueue",
    "targetQueue": "High_Priority_Queue"
  }
}

{
  "ruleType": "Skill_Matching",
  "matchType": "Closest_Match",
  "minProficiency": 3,
  "relaxationTimer": "60 seconds"
}

{
  "msdyn_name": "Default Case Session",
  "msdyn_anchortab": "incident_customer_summary",
  "msdyn_sessiontype": "entity"
}

{
  "routing_rule": {
    "name": "High Priority Route",
    "conditions": [
      { "field": "prioritycode", "operator": "equals", "value": 1 },
      { "field": "customerid_type", "operator": "equals", "value": "account" }
    ],
    "output": {
      "queue": "Priority Tier 1"
    }
  }
}

{
  "context_variables": [
    { "name": "CustomerTier", "type": "string" },
    { "name": "ProductCode", "type": "string" }
  ]
}