Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Case Management and Routing 2

Question 1

What is the purpose of case merging in Dynamics 365 Customer Service?

Accepted Answer

To consolidate duplicate cases related to the same issue into a single case

Answer

To combine two unrelated cases into one master case

Answer

To escalate a case to a higher priority

Answer

To transfer a case between organizations

Question 2

Which field on a case record determines how quickly it needs to be resolved?

Accepted Answer

Priority

Answer

Case Origin

Answer

Case Type

Answer

Customer Asset

Question 3

What is a 'parent case' in Dynamics 365 Customer Service?

Accepted Answer

A case that has related child cases grouped under it

Answer

A case created by a manager

Answer

The oldest case in the system

Answer

A case with the highest priority

Question 4

How does the 'Subject' field help in case management?

Accepted Answer

It categorizes cases into a hierarchical subject tree for reporting and routing

Answer

It stores the customer's email address

Answer

It tracks agent performance

Answer

It defines the case priority

Question 5

What is the purpose of the 'Case on Hold' status in Dynamics 365 Customer Service?

Accepted Answer

To pause SLA timers when waiting for customer response or third-party action

Answer

To mark a case as permanently inactive

Answer

To escalate a case to a supervisor

Answer

To delete a case temporarily

Question 6

Which view in Dynamics 365 Customer Service shows all cases assigned to the current user?

Accepted Answer

My Active Cases view

Answer

All Cases view

Answer

Resolved Cases view

Answer

Cases by Priority view