Learn how to resolve the ‘unable to save status reason transitions’ issue in Dynamics 365 Customer Service by ensuring each active status reason has a path to a cancelled or resolved state. Discover the key configurations to manage case progression effectively.
Table of Contents
Question
A company uses Dynamics 365 Customer Service. The company has a complex case management process.
The company adds several status reasons to the Case table to identify the case stage in the case management process.
You enable status reason transitions in the Case table to control case progression through the process. You are unable to save the status reason transitions.
You need to resolve the issue.
What should you do?
A. Enable change tracking in the Case table.
B. Set Case update after resolution to Resolved cases.
C. Remove all transitions from canceled status reasons to active status reasons.
D. Ensure that every active status reason has a transition to a cancelled state or a resolved state.
Answer
D. Ensure that every active status reason has a transition to a cancelled state or a resolved state.
Explanation
This item tests the candidate’s knowledge of configuring status reason transitions.
Each active status reason must have a way of being changed to either a resolved status reason or a cancelled status reason. If there is not a path to an inactive status reason, then you may not be able to resolve a case.
Canceled status reasons are not required to have a path to an active status reason. Setting Case update after resolution to Resolved cases allows the columns on the Case table to be changed after the case has been resolved. It does not affect status reason transitions. Change tracking is used for integration with external systems. It does not affect status reason transitions.
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.