Manage cases in Customer Service — Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Official references for this objective

• Microsoft — Configure service-level agreements in Dynamics 365 Customer Service | Microsoft Learn

  Create a lookup field on the entity for which an SLA has to be configured, and relate it to an SLA KPI instance.

• Microsoft — Manage parent and child cases | Microsoft Learn

  In the list of active cases, select two or more cases that you want to associate as parent and child cases. On the command bar,

• Microsoft — Add status reason, status reason transitions to manage cases | Microsoft Learn

  You can define status reason transitions to add another level of filtering for what the status reason value can be changed to for each status

• Microsoft — Define settings for parent and child cases | Microsoft Learn

  Don't allow parent case closure until all child cases are closed : The parent case can’t be closed until all the child cases are closed.

• Microsoft — Manage case queues and route cases | Microsoft Learn

  To save a case record and route it to a queue in a single action, use the Save & Route option.

• Microsoft — Merge cases | Microsoft Learn

  When a case is merged, the state of the case is changed to canceled, and the status is changed to merged.

• Microsoft — Migrate automatic record creation rules and service-level agreements | Microsoft Learn

  you must delete the successfully migrated rule or item in Unified Interface and migrate it again from the web client.

• Microsoft — Overview of service-level agreements | Microsoft Learn

  You can only associate SLAs that are created for the Case entity with entitlements.