Drag and Drop Question A company uses Dynamics 365 Customer Service. When resolving a case, agents must enter the actions taken. You need to customize the case resolution form so that it includes a…

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Manage cases in Customer Service

Question

Drag and Drop Question A company uses Dynamics 365 Customer Service. When resolving a case, agents must enter the actions taken. You need to customize the case resolution form so that it includes a custom field that shows actions taken. Which five actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select. Answer:

Exhibit

Answer Area

Drag items

Save and publish the form.Set the Resolve case dialog setting to Customizable dialog.Add the field for actions taken to the Case form.Add the field for actions taken to the case resolution form.Set the Allow updates setting to Resolved cases.In the Customer Service admin center app, open the Case settings.Open the main case resolution form.

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Topics

#case resolution form#form customization#customizable dialog#case settings

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