Microsoft Dynamics 365 Fundamentals (CRM) — Question 35

A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.
Temporary employees take much longer to resolve cases than seasoned employees.
You need to recommend features that will help employees find information needed to resolve cases.
Which two options should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Answer options

• A. Knowledge base with Relevance search
• B. Parent and Child case settings
• C. Case management with Related Similar cases
• D. Routing rule sets

Correct answer: A, C

Explanation

The Knowledge base with Relevance search (A) allows employees to quickly access relevant information, which is crucial for resolving cases efficiently. Additionally, Case management with Related Similar cases (C) helps employees find previously resolved cases that are similar, enabling them to utilize past solutions. The other options, while useful for different purposes, do not directly assist in quickly finding information to resolve cases.