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Microsoft

MB-230 · Question #391

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users…

The correct answer is D. Update the attributes that the child case will inherit from the parent case. You've hit your limit · resets 4am (America/New_York)

Manage cases in Customer Service

Question

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases. When a child case is created, users report that they must re-enter information in fields from the parent case. You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields. What should you do?

Options

  • AUse a business rule.
  • BCreate a many-to-many relationship and update the data mapping.
  • CCreate a routing rule.
  • DUpdate the attributes that the child case will inherit from the parent case.

How the community answered

(66 responses)
  • A
    14% (9)
  • B
    8% (5)
  • C
    3% (2)
  • D
    76% (50)

Explanation

You've hit your limit · resets 4am (America/New_York)

Topics

#parent-child cases#case hierarchy#field inheritance#case management

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