Struggling with case resolution options in Microsoft Dynamics 365 Customer Service? Learn how to enable and customize case resolution settings for the MB-230 certification exam. Discover expert solutions to fix status reason issues and improve case management efficiency.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
The standard case resolution options do not allow for resolution analysis. You perform the following actions:
- Enable the Customizable dialog for case resolution.
- Add options to the case status reasons for the Resolved state.
The options you added are not listed when users resolve cases.
You need to make the options available to users.
Which two actions should you perform? Each correct answer presents a complete solution.
A. Enable status reason transitions in the Case table.
B. Set Case update after resolution to Resolved cases.
C. Set the style for the Resolve case dialog to the standard dialog.
D. Add a Choice column for the new options in the Case Resolution table.
E. Duplicate the options in the Resolution type column in the Case Resolution table.
Answer
C. Set the style for the Resolve case dialog to the standard dialog.
E. Duplicate the options in the Resolution type column in the Case Resolution table.
Explanation
This item tests the candidate’s knowledge of configuring the Case Resolution form.
When the style of the Resolve case dialog is changed from standard dialog, the options listed when resolving the case are taken from the Resolution type column in the Case Resolution table. You can either reset the style for the Resolve case dialog back to the standard dialog (which uses the options from the Status reason column in the Case table), or you can duplicate the options in the Resolution type column in the Case Resolution table.
Enabling status reason transitions in the Case table filters the list of status reasons that the user can select from but does not display the new resolved status reasons. Setting Case update after resolution to Resolved cases allows the columns in the Case table to be changed after the case has been resolved. It does not display the new resolved status reasons. Creating a Choice column for the new options will not set the status reason in the case when it 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.