Assigning a Case to Another User
Question
A company uses Dynamics 365 for Customer Service.
A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?
Answers
Explanations
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A. B. C. D.A.
As a Dynamics 365 Customer Service Functional Consultant, if you receive a case in the queue that needs to be assigned to someone else because you will be going on vacation, you have a few options to choose from:
A. Release the case: This option would remove the case from your queue without assigning it to someone else. It is not a recommended option as it would leave the case unattended, which would negatively impact the customer experience.
B. Route the case to another queue: You could route the case to another queue that is managed by someone who is available to handle the case while you are on vacation. This option ensures that the case is assigned to someone else who can take care of it and provides continuity in the case resolution process.
C. Share the case: You could share the case with another team member who is available to handle it while you are away. Sharing the case would allow the other team member to work on the case without transferring ownership of the case.
D. Escalate the case: Escalating the case may not be the best option in this scenario as it would mean escalating it to a higher level of management, which may not be necessary if the case can be resolved by someone else on the team. Additionally, this option could create unnecessary delays in resolving the case.
In summary, the best option for assigning a case to someone else while on vacation would be to route the case to another queue or share the case with another team member who is available to handle it.
