Your company makes use of Dynamics 365 for Customer Service.
You need to assign a case in the queue that is currently routed to you to a different user because you have booked time off work.
You share the case.
Does the action achieve your objective?
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A. B.B.
Yes, the action achieves your objective.
When a case is routed to a user in Dynamics 365 for Customer Service, the user can reassign it to another user or a team if necessary. Reassigning a case to another user or team allows that user or team to take ownership of the case and resolve it.
In this case, since you are not available to work on the case, you can reassign it to another user or team who can work on it instead. By sharing the case, you can give the other user or team access to the case and any related information, such as customer interactions, case notes, and attachments.
Therefore, by assigning the case in the queue that is currently routed to you to a different user because you have booked time off work and sharing the case, you can achieve your objective of ensuring that the case is resolved in your absence.