Identify and Eliminate Duplicate Cases in Dynamics 365 for Customer Service

B.

When managing cases in Dynamics 365 for Customer Service, it's essential to avoid duplicate cases to maintain accurate and efficient service. Here are the explanations of each option:

A. Configure Dynamics 365 AI for Customer Service: This option refers to using AI capabilities in Dynamics 365 to identify duplicate cases. Dynamics 365 AI for Customer Service includes a feature called "Similar cases," which uses machine learning to analyze case data and suggest similar cases that might be duplicates. However, this option requires additional configuration and setup, including training the AI model and defining thresholds for similarity.

B. Use business rules: Business rules allow you to automate actions based on conditions you specify. In this case, you could create a rule that checks if a new case matches certain criteria (e.g., same customer, same product or service, same issue) as an existing case, and if so, takes appropriate action such as closing the new case or merging it with the existing case.

C. Merge cases: Merging cases is a manual process that involves combining two or more cases into a single case. This option requires human intervention to identify and merge duplicate cases, and it may not be practical in cases with a large number of duplicates. Merging cases can also be risky if not done carefully, as it can result in the loss of data or confusion about the status of the merged cases.

D. Use parent-child case relationships: Parent-child case relationships allow you to link related cases, such as cases related to the same customer or issue. By using parent-child relationships, you can keep track of related cases and avoid creating duplicate cases for the same issue. However, this option does not directly eliminate duplicate cases, and it may require additional effort to identify and link related cases.

Overall, the best option depends on your specific needs and resources. Configuring AI for Customer Service may provide the most efficient and accurate solution but requires additional setup and training. Using business rules allows you to automate the process but may require more maintenance. Merging cases and parent-child relationships require human intervention and may not be practical in all situations.