Question 28 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Question 28 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

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Question

HOTSPOT - A company uses Dynamics 365 for Customer Service.

You need to document the case resolution process.

How are each of the cases resolved? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Answer Area Case Acase has activities owned by other users and is in progress. Total time for a case is set to four hours. Billable time is set to six hours. A parent case has four child cases. Resolution Case is resolved. Open activities are closed. Case is resolved. Open activities are canceled. Case is not resolved. Open activities must be closed. Case is resolved. Open activities are reassigned to case owner. Case is resolved. Entitlement is decremented by four hours. Case is resolved. Entitlement is decremented by six hours. Case is not resolved. Billable hours cannot be more than the total duration. Case is resolved. Billable hours offset to six hours. Entitlement is decremented. Open activities for child cases are merged into parent and canceled. Open activities of parent case are marked as completed. Open activities of child cases remain open. Open activities of child cases are canceled.

Explanations

Answer Area Case Acase has activities owned by other users and is in progress. Total time for a case is set to four hours. Billable time is set to six hours. A parent case has four child cases. Resolution Case is resolved. Open activities are closed. Case is resolved. Open activities are canceled. (Case is not resolved. Open activities must be closed. Case is resolved. Open activities are reassigned to case owner. Case is resolved. Entitlement is decremented by four hours. Case is resolved. Entitlement is decremented by six hours. Case is not resolved. Billable hours cannot be more than the total duration. Case is resolved. Billable hours offset to six hours. Entitlement is decremented. Open activities for child cases are merged into parent and canceled. Open activities of parent case are marked as completed. Open activities of child cases remain open. Open activities of child cases are canceled.

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-case-sla.

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