Filter for Escalated Cases and Requested Cases

C.

To filter a Dynamics 365 Customer Service case dashboard to show only escalated cases and cases that are marked as Request, you should use the Priority filter.

Here's why:

The Priority filter allows you to filter cases based on their priority, which can be set to values such as Low, Normal, High, or Urgent. In this case, you would want to filter for cases that are marked as Request, which would likely be set to a specific priority value (e.g., High) that is different from other cases.

In addition, you would want to filter for escalated cases, which are cases that have been marked as requiring urgent attention or escalation to a higher level of support. This information is typically stored in the case record's status or priority field, which can be used as the basis for filtering.

The other answer choices are not appropriate for this scenario:

• Timeframe: This filter allows you to set a specific date range for cases to be included in the dashboard. While it might be useful to see cases that were escalated or marked as Request during a specific timeframe, it does not specifically address the need to filter by priority or status.
• Global: This filter allows you to filter cases across multiple entities, such as cases and activities. It is not relevant for filtering cases by priority or status.
• Visual: This answer choice is not clear in its meaning, but it is likely that this refers to visualizations or charts that can be added to the dashboard. While these can be helpful in presenting data in a clear and concise manner, they do not specifically address the need to filter cases by priority or status.