The capability to track Key Performance Indicators (KPIs) is only available when using enhanced SLAs in Dynamics 365 Customer Service.
Please select 2 correct answers
Both "Send Email" and "Assign to User/Team" are valid routing rule actions in Dynamics 365 for Customer Service.
To ensure that claim disputes conform to the defined case life cycle in Dynamics 365 for Customer Service, you should configure Status Reason Transitions.
Status Reason Transitions allow you to define the valid transitions between different status reasons within a case entity. By configuring these transitions, you can enforce the defined case life cycle and ensure that claim disputes follow the expected progression.
To ensure that you can continue working on a case that you accidentally closed in Dynamics 365 for Customer Service, you should reactivate the case.
By modifying the Activity entity and enabling the use of business process flows, you can make the entity selectable for the newly installed Dynamics 365 Customer Service business process flow. This allows you to utilize the flow on activities such as emails, tasks, appointments, and other relevant entities within the system.
By correctly setting the allocation type to "Immediately" for the entitlement in Dynamics 365 for Customer Service, the remaining entitlement terms will be decremented as soon as a case is opened for the customer. This resolves the issue and ensures accurate tracking of the entitlement utilization.
To automate the process of adding cases to a queue in Dynamics 365 for Customer Service, you should use routing rules.
Routing rules allow you to define criteria and conditions for automatically routing cases to specific queues based on predefined rules. By configuring routing rules, you can automate the assignment of cases to the appropriate queues, ensuring that they are directed to the right teams or individuals for handling.
