Question

A company uses Dynamics 365 for Customer Service. You need to document the case resolution process. How are each of the cases resolved?

Case: A parent case has four child cases.

Answer 1

In Dynamics 365 for Customer Service, cases can be resolved using child cases to address different aspects or subissues of the main problem.

Step-by-step explanation:

In Dynamics 365 for Customer Service, cases can be resolved using different methods depending on the specific situation. One common case resolution process is through the use of child cases. In this scenario, a parent case can have multiple child cases, which represent different aspects or subissues of the main problem.

For example, if the parent case is about a defective product, the child cases could address issues such as product replacement, refund request, or technical support. Each child case can be assigned to a specific team or individual responsible for resolving that particular aspect.

By using child cases, the company can efficiently manage and track the resolution process for each specific issue within the larger parent case.