A company plans to implement Dynamics 365 Customer Service. The company wants to use the system to determine when customers are having an issue and need help. You need to track customer issues until…

The correct answer is C. case. A 'Case' is the core record in Dynamics 365 Customer Service used to log, track, manage, and resolve customer issues or service requests. Cases capture the full lifecycle of an issue from initial contact through resolution. An 'Opportunity' is a sales record for potential…

Submitted by luis.pe· Apr 18, 2026Describe Dynamics 365 Customer Service

Question

A company plans to implement Dynamics 365 Customer Service. The company wants to use the system to determine when customers are having an issue and need help. You need to track customer issues until the issues are resolved. What should you create?

Options

Aopportunity
Bcontact
Ccase
Dquote

How the community answered

(48 responses)

A
2% (1)
C
96% (46)
D
2% (1)

Explanation

A 'Case' is the core record in Dynamics 365 Customer Service used to log, track, manage, and resolve customer issues or service requests. Cases capture the full lifecycle of an issue from initial contact through resolution. An 'Opportunity' is a sales record for potential revenue. A 'Contact' stores a person's profile information. A 'Quote' is a sales pricing document. None of those are designed for issue tracking.

Topics

#Customer Service#Case management#Issue tracking#Dynamics 365 Customer Service

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