Final answer:
In Dynamics 365, the Active case status can have status reasons such as In Progress, Waiting for Details, Waiting on Customer, or Researching. These help define the current stage of the case and are customizable to align with company processes.
Step-by-step explanation:
In Dynamics 365 for Customer Service, each case status has associated status reasons that provide additional details about the case. For the Active status, some common status reasons could include In Progress, Waiting for Details, Waiting on Customer, or Researching. Each status reason should align with the processes and workflows of the company to ensure a smooth service delivery.
These status reasons help the service team to understand precisely what stage the case is in, and aids in managing case loads more efficiently. Dynamics 365 is expansive, with customizable entities, giving businesses flexibility to tailor the system to their needs. It's essential for users to be familiar with the related keywords and meanings of these statuses and status reasons to provide effective customer service.