MB-910 · Question #15
MB-910 Question #15: Real Exam Question with Answer & Explanation
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 revenue
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
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.
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