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A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?
Suggested Answer: A
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11 comments · newest first
BL
Blondell
12 months ago
Totally agree, routing it is the safest bet!
LI
Lindy
1 year ago
Wait, can you really just release the case? That sounds risky.
LY
Lynelle
1 year ago
Escalating seems unnecessary for a vacation handoff.
EL
Elfriede
1 year ago
I think sharing the case is a better option.
CO
Corazon
1 year ago
Just route the case to another queue before you go!
VE
Vernice
1 year ago
Releasing the case doesn't sound right either; I think we need to ensure someone else can take it over.
KI
Kirk
1 year ago
I practiced a similar question where we had to route cases, but I can't recall if routing to another queue is the same as assigning it to someone else.
MI
Micheal
1 year ago
I think I remember that sharing the case might be the right option, but I'm not entirely sure if that's the best way to handle it.
OT
Otis
1 year ago
I feel like escalating the case is more for urgent issues, so that might not be the right choice here.
DE
Demetra
1 year ago
A typical histogram seems like the most straightforward option to me. It's a classic way to visualize the individual data points and their frequencies.
ER
Erick
1 year ago
I think the best example of a standard change is option B, the implementation of a critical software patch in response to a vendor security issue. That seems like a routine, well-defined change process.