Question
You are implementing Dynamics 365 Customer Service.
You need to set up available working hours for help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
Explanation
Set up individual working hours: configure the work hours of the service resources and the customer service calendars from the Service Management area. Representatives' availability is held in their resource work-hour calendars and in customer service schedules, which define business hours per day and weekly days off; system or administration settings do not hold per-person hours.
Set up new weekly schedule and recurring work hours: a new weekly schedule lets the hours and days off vary by day, which is how recurring work hours that differ across the week are defined. A fiscal year schedule is for goal periods, and an individual day off is a one-time exception rather than a recurring weekly pattern.
