Categorizing Cases via Queues
Question
You need to consider the underlined segment to establish whether it is accurate.
When categorizing cases via queues, cases should be categorized as Products.
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D.A.
As a Microsoft Dynamics 365 Customer Service Functional Consultant, you need to ensure that cases are categorized correctly in queues.
The underlined segment suggests that cases should be categorized as Products. However, whether this is accurate or not depends on the nature of the cases being handled by the organization.
If the organization is primarily dealing with product-related issues, such as defects or malfunctions, then categorizing cases as Products would be appropriate. This would help ensure that cases are directed to the right team or individual with the expertise to handle the specific product issue.
On the other hand, if the organization is primarily providing services, such as consulting or technical support, then categorizing cases as Services would be more appropriate. This would help ensure that cases are routed to the appropriate service team or individual with the necessary skills and expertise to address the specific service issue.
Managed solutions and unmanaged solutions are not relevant to the categorization of cases in queues. Managed solutions are pre-configured packages of software components that can be installed and managed through the Dynamics 365 environment, while unmanaged solutions are customized solutions that are not managed by the Dynamics 365 environment.
Therefore, based on the information given, the correct answer would be B. Services, as it is a more appropriate categorization for cases in a customer service context where the organization is primarily providing services rather than products.
