Assigning and Releasing Cases
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 release the case.
Does the action achieve your objective?
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B.A.
The action of releasing a case in Dynamics 365 for Customer Service does not achieve the objective of assigning the case to a different user.
When a case is released, it becomes available for any member of the queue to take ownership of. Releasing a case does not automatically assign the case to a specific user.
To assign the case to a different user, you will need to take additional steps after releasing the case. One option is to use the "Assign" function in Dynamics 365 to assign the case to the desired user. Another option is to use the "Reassign" function to transfer ownership of the case to a different user.
Therefore, the correct answer to the question is B) No, it does not achieve the objective.
