Detecting and Removing Duplicate Cases
Question
Your company makes use of Dynamics 365 for Customer Service.
You employed as a customer service representative.
You have been tasked with detecting and removing duplicate cases.
You decide to merge cases to achieve your goal.
Does the action achieve your objective?
Answers
Explanations
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A. B.B.
As a customer service representative, if you are tasked with detecting and removing duplicate cases in Dynamics 365 for Customer Service, merging cases can be an effective solution to achieve your objective.
Merging cases allows you to combine two or more cases into a single, comprehensive case that includes all relevant information. By doing so, you can eliminate redundant or duplicate cases that may exist in the system, which can help to reduce confusion and streamline the customer service process.
To merge cases in Dynamics 365 for Customer Service, you can follow these steps:
- Open the case that you want to keep as the primary case.
- On the command bar, select Merge Cases.
- In the Merge Cases dialog box, select the cases that you want to merge into the primary case.
- Select Merge.
After merging cases, the system will update the primary case with all of the information from the merged cases, including related activities, case history, and any associated records or entities. The merged cases will be closed and marked as resolved.
In summary, if you are tasked with detecting and removing duplicate cases in Dynamics 365 for Customer Service, merging cases can be an effective way to achieve your objective.
