Microsoft Dynamics 365 Customer Service — Question 58

Your company makes use of Dynamics 365 for Customer Service.

You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it.

Which of the following actions should you take?

Answer options

• A. You should create a new case based on the one that was accidentally closed.
• B. You should reactivate the closed case.
• C. You should reallocate the closed case
• D. You should create a new case and merge it with the closed case.

Correct answer: B

Explanation

The correct answer is B because reactivating the closed case allows you to continue working on it without creating unnecessary duplicates. Option A is incorrect as creating a new case doesn't resolve the issue of the incomplete work. Option C does not apply since reallocating a case does not allow you to resume work on it. Option D is also wrong because merging a new case with a closed one is not a standard method for addressing this situation.