Merging Duplicate Cases

D.

When you merge duplicate cases in Dynamics 365 for Customer Service, the system combines two or more cases into a single case. The merged case will have one primary case and one or more secondary cases. The primary case retains its state and status, and the state and status of the secondary cases are changed.

Based on the answer choices provided, only one option can be correct, and that is option B: The state of the case will change to Merged, and the status will change to Merged.

Here's why:

• The state of a case in Dynamics 365 for Customer Service can be one of the following:
  • Active: The case is open and has not been resolved or canceled.
  • Resolved: The case has been resolved and can be closed.
  • Canceled: The case has been canceled and can be closed.
  • Deleted: The case has been deleted and cannot be recovered.
• The status of a case in Dynamics 365 for Customer Service can be one of the following:
  • In Progress: The case is being worked on.
  • On Hold: The case is on hold and is not being actively worked on.
  • Waiting for Details: The case is waiting for more information before it can be worked on.
  • Researching: The case is being researched.
  • Problem Solved: The problem described in the case has been solved.
  • Information Provided: The information requested in the case has been provided.
  • Canceled: The case has been canceled.
  • Merged: The case has been merged with another case.

When you merge duplicate cases, the primary case retains its state and status, and the secondary cases are changed to have a status of "Merged." The state of the secondary cases is not changed to "Canceled" or "Deleted." Therefore, options A, C, and D are incorrect.

Option B is correct because the state of the merged case will be "Merged," and the status of the merged case will also be "Merged." This indicates that the case has been successfully merged with another case, and that there are no remaining duplicates.