Possible Ways to Add New Status Reason to Case Entity - MB-230 Exam | Microsoft Dynamics 365 Customer Service Functional Consultant

BC.

As a Dynamics 365 Customer Service administrator, there are two possible ways to add a new status reason to the case entity:

A. Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.

To use this method, follow the steps below:

1. Open the Customer Service Hub app.
2. Navigate to Cases.
3. Open a case record that you want to modify.
4. Select the Edit button on the ribbon.
5. Edit the Status Reason field by adding a new value.

B. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.

To use this method, follow the steps below:

1. Open the Dynamics 365 Solution Explorer.
2. Open the solution that contains the case entity you want to modify.
3. Open the Case entity and select the Fields option.
4. Select the Status Reason field and add a new value.
5. Save and publish the changes to the solution.

It is important to note that option B is the recommended method for making changes to entities and fields in Dynamics 365. This method ensures that changes are made in a controlled manner and that dependencies are managed correctly.

Option C (Create a new solution and add the existing Case entity. Select Status Reason and add a new value) and Option D (Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options) are not valid solutions for adding a new status reason to the case entity in Dynamics 365.

Option C is not necessary because the case entity already exists in Dynamics 365. Option D is not valid because it involves adding an additional entity named Status, which is not required to add a new status reason to the case entity.