Question

A company implements Dynamics 365 for Customer Service. You are assigned a case. You accidently close the case before completing your work. You need to ensure that you can continue to work on the case. What should you do?

Answer 1

To continue working on an accidentally closed case in Dynamics 365 for Customer Service, reopen the case by going to the Closed Cases view, selecting the case, and clicking on the Reopen Case option.

Step-by-step explanation:

If you've accidentally closed a case in Dynamics 365 for Customer Service but need to continue working on it, you have the option to reopen the case. Here's a step-by-step process to do this:

1. Navigate to the Closed Cases view within Dynamics 365 for Customer Service.
2. Find the case that you accidentally closed.
3. Select the case to view its details.
4. Look for a button or option that says Reopen Case or similar.
5. Click on Reopen Case to reopen the case and continue your work.

It's important to tie up loose ends in your tasks, so if you are leaving or transitioning away from a project, ensure you've completed all necessary work to minimize the impact on your team. If there's a reason that you might need to follow up on this case or others in the future, consider maintaining contact details or appropriate channels of communication.