Microsoft
MB2-718 · Question #100
You pick a case from a queue. You determine that you cannot resolve the case, and plan to release the case back to the queue. What effect does releasing the case to the queue have on record ownership?
The correct answer is C. Ownership is reverted to the previous owner. https://carldesouza.com/picking-releasing-cases-queues/
Manage the case management process
Question
You pick a case from a queue. You determine that you cannot resolve the case, and plan to release the case back to the queue. What effect does releasing the case to the queue have on record ownership?
Options
- AOwnership remains unchanged.
- BOwnership is assigned based on the current routing rule.
- COwnership is reverted to the previous owner.
- DOwnership of the record is assigned to the queue owner.
How the community answered
(48 responses)- A17% (8)
- B4% (2)
- C73% (35)
- D6% (3)
Explanation
Topics
#case management#queue#record ownership#case release
Community Discussion
No community discussion yet for this question.