Open a Closed Case in Dynamics 365 for Customer Service
Question
Your company makes use of Dynamics 365 for Customer Service.
You mistakenly close a case that had assigned to you prior to your work being completed.
You want to open the case to carry on working on it.
Which of the following actions should you take?
Answers
Explanations
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A. B. C. D.B.
The correct action to take in this scenario is to reactivate the closed case. This will allow you to continue working on the same case rather than creating a new one or merging it with another.
To reactivate a closed case in Dynamics 365 for Customer Service, follow these steps:
- Navigate to the "Cases" entity in Dynamics 365.
- Use the search function to find the closed case that you want to reopen.
- Open the closed case record by clicking on it.
- Click on the "Reactivate" button on the command bar at the top of the screen.
- In the confirmation dialog box, click "OK" to reactivate the case.
Once the case is reactivated, you can continue working on it as usual. Note that if the case was closed a long time ago, you may need to review any notes or updates that were made since it was closed to ensure that you have all the relevant information before proceeding.
