Microsoft Dynamics 365 Customer Service — Question 67

A company uses Dynamics 365 Customer Service.

Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.

The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.

You need to create the solution.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Answer options

• A. Add an editable grid of the account on the case form.
• B. Configure the Nested grid view.
• C. Configure the editable grid of the case view to include account details.
• D. Add an editable grid control to the case view.

Correct answer: C, D

Explanation

The correct answers are C and D because configuring the editable grid of the case view to include account details (C) and adding an editable grid control to the case view (D) allows agents to view and modify the account information directly within the case view, streamlining their workflow. Options A and B do not address the requirement of managing multiple records on a single screen effectively.