You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Click on the arrows to vote for the correct answer
A. B. C. D. E.BCD.
As a Dynamics 365 for Customer Service Functional Consultant, you can create business process flows to define the steps that your users must follow to complete a particular business process. These flows can be created using various entities in Dynamics 365 for Customer Service.
The entities that you can use to create business process flows in Dynamics 365 for Customer Service are as follows:
A. Goal: A goal is an entity that represents a target that an organization wants to achieve within a specified time frame. Goals can be used to track and manage the progress of a business process flow.
B. Case: A case is an entity that represents a customer service issue or incident. Cases can be used to track and manage the resolution of customer issues and incidents through a business process flow.
C. Letter: A letter is an entity that represents a communication sent to a customer or contact. Letters can be used to track and manage the communication process through a business process flow.
D. Social activity: A social activity is an entity that represents a social media interaction. Social activities can be used to track and manage social media interactions through a business process flow.
E. Rollup queries: Rollup queries are used to retrieve and summarize data from related records in Dynamics 365 for Customer Service. They can be used to support business process flows by providing data to guide decision-making and help users complete tasks.
In summary, to create business process flows in Dynamics 365 for Customer Service, you can use entities such as Goal, Case, Letter, Social activity, and Rollup queries.