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 'automatic case creation' in Dynamics 365 Customer Service?
Answer: Automatically generating cases from incoming emails, social posts, or other channels
Automatic case creation rules convert incoming communications (emails, social messages) into cases automatically without agent intervention.
What is the 'Similar Cases' feature used for in Dynamics 365 Customer Service?
Answer: To identify previously resolved cases that might help resolve the current case
The Similar Cases feature uses AI to surface previously resolved cases that match the current case, helping agents find proven solutions faster.
What does 'case escalation' mean in the context of Dynamics 365 Customer Service?
Answer: Moving a case to a higher-priority queue or senior agent when it cannot be resolved at the current level
Case escalation routes a case to a more experienced agent or manager when the current agent cannot resolve the issue within the expected timeframe.
Which component allows you to define the fields that appear on a case form in Dynamics 365?
Answer: Form customizations in Power Apps or Solution Explorer
Case form layouts and field visibility are customized through form editors in Power Apps maker portal or the classic Solution Explorer.
What is the role of 'business hours' in Dynamics 365 Customer Service case management?
Answer: To define when SLAs and routing rules are active, affecting response time calculations
Business hours define the operational schedule used to calculate SLA timers and determine when routing rules and automated actions are active.
What is an 'activity' in the context of a Dynamics 365 case?
Answer: An interaction or task (email, phone call, appointment) associated with a case
Activities are interaction records (emails, phone calls, tasks, appointments) that are linked to a case to track all communications and actions taken.
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