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Topic starter
01/08/2022 6:53 pm
A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.
Temporary employees take much longer to resolve cases than seasoned employees.
You need to recommend features that will help employees find information needed to resolve cases.
Which two options should you recommend? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
- A . Knowledge base with Relevance search
- B . Parent and Child case settings
- C . Case management with Related Similar cases
- D . Routing rule sets
Suggested Answer: AC
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case