Final answer:
In Dynamics 365 for Customer Service, cases can be resolved through collaboration and coordination with users who own the activities. This could involve discussing, coordinating, and updating activities and ownership.
Step-by-step explanation:
In Dynamics 365 for Customer Service, cases can be resolved through various processes depending on the specific scenario. In the given case, where the case has activities owned by other users and is in progress, the resolution process would typically involve collaboration and coordination with those users.
One way to resolve the case is by discussing and coordinating with the users who own the activities. This can be done through communication channels within Dynamics 365, such as email or chat, to ensure that all tasks and activities related to the case are completed.
Another approach for case resolution in such a scenario is to update the activities and their ownership. If there are tasks or activities that are no longer relevant to the case, those can be reassigned or removed. New activities can also be assigned to the appropriate users for completion.
To resolve a case in Dynamics 365 for Customer Service that has activities owned by other users and is in progress, all associated activities should be completed, stakeholders should be consulted for satisfaction, and final notes should be added before using the 'Resolve Case' function to close it officially.
When documenting the case resolution process in Dynamics 365 for Customer Service, each case can be resolved following a set of predefined steps, which can be customized based on the company's needs. For a case that has activities owned by other users and is in progress, it's essential that all involved activities are completed or properly noted before a case can be marked as resolved.
The resolution process generally involves ensuring that every action item linked to the case, such as tasks, emails, or appointments, is addressed. The owner of the case or a designated user reviews all associated activities, confirms with the relevant stakeholders that the issue has been satisfactorily addressed and documents any final notes or solutions in the case record. Finally, the user can use the Resolve Case button or similar function to formally close the case in the system, which typically prompts a resolution dialog where details such as resolution type and a description can be entered.
Key Points in the Resolution Process:
Review and Complete all associated activities
Confirm resolution with stakeholders
Document final notes and solutions
Officially resolve the case in Dynamics 365