Question

You are a Dynamics 365 for Customer Service administrator.Your company requires a new phone-to-case business process flow for customer service representatives to follow. The stages are as follows:

1. Verification
2. Acknowledgement and research
3. Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.You need to create the required business process flow and components.Which three actions should you perform in sequence?

Answer 1

To create a new phone-to-case business process flow in Dynamics 365 for Customer Service, perform these three actions: create the flow, add necessary fields and steps, and test the flow for functionality.

Step-by-step explanation:

To create the required business process flow and components for the new phone-to-case process in Dynamics 365 for Customer Service, you should perform the following three actions in sequence:

1. Create a new business process flow with the stages 'Verification', 'Acknowledgement and research', and 'Resolution'.
2. Add the necessary fields and steps to each stage of the business process flow, such as email sending action in the 'Acknowledgement and research' stage.
3. Test the phone-to-case business process flow to ensure it functions correctly and meets the company's requirements.