Struggling with duplicate customer service cases in Dynamics 365? Learn the best approach to resolve issues like merging cases, transferring activities, and ensuring accurate records. Get expert tips for the MB-230 certification exam.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
Two cases that have the same issue are linked to different customer records. The records are for the same customer but use different spellings. Both cases have logged activities.
You need to resolve the issue so only one case exists.
What should you do?
A. Merge the two cases.
B. Cancel one of the cases.
C. Delete one of the cases.
D. Resolve one of the cases.
Answer
A. Merge the two cases.
Explanation
This item tests the candidate’s knowledge of creating and managing cases.
You can merge up to 109 cases, even for different customer records. One case is selected to be kept and the other cases are closed as merged. The activities associated with the closed cases are relinked to the case that is kept.
Cancelling, deleting, or resolving one of the cases will not transfer activities to the remaining case.
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.