Continue Working on a Closed Case in Dynamics 365 for Customer Service
Question
A company implements Dynamics 365 for Customer Service.
You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D.B.
Sure, I can provide a detailed explanation of each option and the correct solution for the scenario described.
A. Reassign the case: Reassigning the case would transfer ownership of the case to another user, but it would not allow you to continue working on the case. This option is not the correct solution for the scenario.
B. Reactivate the case: Reactivating the case would reopen it, allowing you to continue working on it. This option is a possible solution for the scenario.
C. Clone the case: Cloning the case would create a new case with the same information as the original case. This option would not allow you to continue working on the original case, so it is not the correct solution for the scenario.
D. Change the status reason to In Progress: Changing the status reason to In Progress would allow you to continue working on the case without closing it. This option is a possible solution for the scenario.
Given the scenario, the correct solution would be to select option B, Reactivate the case, which would reopen the case and allow you to continue working on it. However, if reactivating the case is not possible, then option D, changing the status reason to In Progress, would be the next best solution as it would allow you to continue working on the case without closing it.
It's important to note that the correct solution may vary depending on the specific requirements and policies of the company and the Dynamics 365 configuration in use.
