Learn how to configure status reason transitions in Dynamics 365 Customer Service to enable agents to provide additional information from predefined options and display filtered choices. Discover the key configurations to optimize case management!
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
When a case has an active status, the customer service agents must be able to do the following:
Provide additional information from a set of predefined options.
Display filtered choices based on the predefined option selected.
You need to configure the solution.
What should you configure?
A. Dependencies
B. Managed properties
C. Status reason transition
D. Advanced similarity rule
Answer
C. Status reason transition
Explanation
This item tests the candidate’s knowledge of how to configure status reason transitions.
The status reason transition enables the customer service agent to provide additional information on the status of a case from a predefined set of options and also displays filtered choices based on the predefined option selected. Dependencies are components that other components depend on. These components must be present in the target system or included in a solution being imported. Managed properties are properties that take effect only after the component is exported and imported as part of a managed solution. An Advanced similarity rule helps customer service agents view similar cases to help the customer service agents resolve the case being worked on.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.