Detecting and Removing Duplicate Cases with Parent-Child Case Relationships

B.

Using parent-child case relationships can be an effective way to detect and remove duplicate cases in Dynamics 365 for Customer Service, so the answer is A. Yes, it does achieve your objective.

Parent-child case relationships allow a case to be linked to another case, with the second case being considered a child of the first case. By linking cases in this way, you can identify duplicate cases that have already been created in the system and consolidate them into a single case. This can help to streamline your customer service processes and improve the quality of your customer service.

To use parent-child case relationships to detect and remove duplicate cases, you can follow these steps:

1. Identify the cases that you suspect are duplicates.
2. Link these cases together as parent and child cases.
3. Review the information in each case and determine which information should be consolidated into a single case.
4. Update the consolidated case with the relevant information from each of the linked cases.
5. Close the duplicate cases as duplicates, with a reference to the consolidated case.

By following these steps, you can effectively detect and remove duplicate cases using parent-child case relationships in Dynamics 365 for Customer Service.