MB-230 · Question #235
You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows: A case for a new customer follows a different process…
The correct answer is A. Create a business process flow that branches. https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/customize/enhance-business-process-flows-branching?view=op-9-1
Question
You are an administrator of a Dynamics 365 Customer Service system for a computer support company. Team members must handle cases as follows:
A case for a new customer follows a different process than for a returning customer. A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go. All cases must be researched and resolved. Cases must be handled in a manner that is simple to maintain. You need to ensure that all team members follow the same process for handling cases. What should you do?
Options
- ACreate a business process flow that branches.
- BCreate two different forms and a business process flow for each type of customer.
- CCreate a Power Automate flow that branches.
- DCreate two different queues for the different types of customers.
How the community answered
(22 responses)- A82% (18)
- B5% (1)
- C5% (1)
- D9% (2)
Explanation
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on- premises/customize/enhance-business-process-flows-branching?view=op-9-1
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