Microsoft Dynamics 365 Customer Service — Question 1

You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?

Answer options

• A. Configure Dynamics 365 AI for Customer Service
• B. Use business rules
• C. Merge cases
• D. Use parent-child case relationships

Correct answer: C

Explanation

The correct answer is C, as merging cases allows you to consolidate duplicate entries into a single case, effectively eliminating redundancy. Options A and B do not directly address the issue of duplicates, and option D focuses on case hierarchies rather than the elimination of duplicates.