Microsoft Dynamics 365 Fundamentals (CRM) — Question 67

A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?

Answer options

• A. The case continues to remain in the agent's personal queue until someone else selects the item from the queue.
• B. The case is removed from all queues.
• C. The case is removed from the agent's personal queue and returned to the original support queue.

Correct answer: C

Explanation

The correct answer is C because releasing a case item removes it from the agent's personal queue and returns it to the original support queue for other agents to access. Option A is incorrect as the case does not stay in the personal queue after being released. Option B is also wrong because the case is not removed from all queues; it is simply returned to its original support queue.