Microsoft Dynamics 365 Fundamentals (CRM) — Question 32

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?

Answer options

• A. opportunity
• B. contact
• C. case
• D. quote

Correct answer: C

Explanation

The correct answer is C, as a case is specifically designed to track customer issues and manage their resolution in Dynamics 365 Customer Service. Options A and D, opportunity and quote, are related to sales processes and do not pertain to issue tracking. Option B, contact, refers to customer information rather than issue management.