Learn how to configure Dynamics 365 Customer Service to disallow parent case closure until all child cases are closed. Follow these expert steps for effective case management in your organization.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
The company plans to use parent/child case functionality. Users must not be able to close parent cases that have open child cases.
You need to configure the functionality.
Which two actions should you perform? Each correct answer presents part of the solution.
A. Open the Customer Service admin center app.
B. Open the Omnichannel for Customer Service app.
C. Set the closure preference to close all child cases when the parent is closed.
D. Set the closure preference to disallow parent case closure until child cases are closed.
Answer
A. Open the Customer Service admin center app.
D. Set the closure preference to disallow parent case closure until child cases are closed.
Explanation
This item tests the candidate’s knowledge of Dynamics 365 Customer Service parent/child functionality.
The configuration of parent/child case settings is done in the Customer Service admin center app. Setting the closure preference to not allow parent case closure until child cases are closed will prevent a user from closing a parent case if there are open child cases. The Omnichannel for Customer Service app is used by agents who support customers across multiple channels. Setting the closure preference to close all child cases when the parent is closed will automatically close all open child cases when the parent case is resolved.
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.