You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case.
Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
Click on the arrows to vote for the correct answer
A. B. C. D.A.
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-casesThe correct answer for this scenario is A.
Explanation: To configure cases to inherit specific fields from their parent cases, we need to validate that the required fields are not removed as fields that child cases inherit from the parent cases. The customer and case title fields are already included by default. We need to add the product and case-type fields to the list.
After that, we need to set the closure preference setting to "Don't allow parent case closure until all child cases are closed." This ensures that parent cases cannot be closed until all child cases have been closed.
Option B suggests updating the Parent case-Child case 1:N relationship field mapping to include the required fields and creating a business rule to prevent the parent from closing if it has one or more open child cases. However, this is not the recommended approach as it would require additional configuration and maintenance.
Option C suggests creating a business rule, but it does not address the requirement of inheriting fields from the parent case.
Option D suggests validating that the required fields are not removed as fields that child cases inherit from the parent cases and adding the product and case-type fields to the list, which is correct. However, it does not address the requirement of setting the closure preference setting to "Don't allow parent case closure until all child cases are closed."
In conclusion, to configure cases in Dynamics 365 for Customer Service, we should validate the required fields and add the product and case-type fields to the list of fields that child cases inherit from parent cases. Additionally, we need to set the closure preference setting to "Don't allow parent case closure until all child cases are closed."