Assigning and Deleting Cases in Dynamics 365 for Customer Service

Does deleting a case achieve your objective?

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Question

Your company makes use of Dynamics 365 for Customer Service.

You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.

You delete the case.

Does the action achieve your objective?

Answers

Explanations

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A. B.

B.

No, deleting the case does not achieve the objective of assigning the case to a different user. Deleting the case will remove it from the queue and it will no longer be visible to any user in the system. This means that the case will not be routed to anyone, including the user to whom you intended to reassign it.

To assign a case to a different user, you should use the reassign functionality in Dynamics 365 for Customer Service. This allows you to transfer the ownership of the case to another user or team within the system.

To reassign a case, follow these steps:

  1. Open the case record that you want to reassign.
  2. Click on the "Assign" button in the command bar.
  3. In the Assign dialog box, select the user or team that you want to reassign the case to.
  4. Click on the "OK" button to save the changes.

By using the reassign functionality, the case will be transferred to the selected user or team, and they will be responsible for resolving it. This allows you to delegate the case to another user while you are away from work, without losing the case or disrupting the workflow in the system.

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