Question 39 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Question 39 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

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Question

HOTSPOT - You are a Dynamics 365 Customer Service administrator.

Users inform you about situations in which child cases are not working correctly.

You need to configure the system to correct the issues.

What should you do in each situation? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Answer Area Scenario The Contact field information is not automatically propagating in the child case when opening a new case from the parent. All child cases are being closed when the parent case is closed The Origin field is automatically populating into the child case Action ¥ [Add Contact to the Selected attributes for Parent and Child case settings in system management. Copy and paste the contact from the Parent case. Manually type the contact into the field In your solution, create a 1:N relationship from the contact entity to case entity. ¥ [Change permission on the parent case so that only administrators can close it Create a workflow to automatically close the parent case when all the child cases are closed Change the Specified closure preference to “Don't allow parent closure until all Child cases are closed!” in system management. [Create a routing rule to send all child cases and parent cases to the same user for assignment [Create a business rule to remove the information from the origin field every time a child case is created Remove the Origin field from the Selected attributes for Parent and Child case settings in system management instruct users to manually remove the information in the Origin field. Delete and re-create the Origin field in the case form.

Explanations

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