Case Management and Routing Flashcards
6 cards from real Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Case Management and Routing flashcards as text
What is the purpose of case merging in Dynamics 365 Customer Service?
Answer: To consolidate duplicate cases related to the same issue into a single case
Case merging allows agents to consolidate duplicate cases into a single master case, preventing redundant work and providing a unified view of the issue.
Which field on a case record determines how quickly it needs to be resolved?
Answer: Priority
The Priority field (Low, Normal, High) indicates the urgency of a case and influences how quickly agents should respond and resolve the issue.
What is a 'parent case' in Dynamics 365 Customer Service?
Answer: A case that has related child cases grouped under it
A parent case is a case that has one or more child cases associated with it, typically used to organize related issues under a single umbrella record.
How does the 'Subject' field help in case management?
Answer: It categorizes cases into a hierarchical subject tree for reporting and routing
The Subject field links a case to a predefined subject tree, enabling categorization for reporting, routing, and knowledge base alignment.
What is the purpose of the 'Case on Hold' status in Dynamics 365 Customer Service?
Answer: To pause SLA timers when waiting for customer response or third-party action
The 'On Hold' status pauses the SLA timers on a case when the agent is waiting for information from the customer or a third party.
Which view in Dynamics 365 Customer Service shows all cases assigned to the current user?
Answer: My Active Cases view
The 'My Active Cases' view filters cases to show only those currently assigned to the logged-in user, helping agents manage their workload.
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