Awesome stuff !!
As I revised for the MB2-718 exam (Microsoft Dynamics 365 Customer Service) I’m creating blog posts detailing all aspects of my revision. I hope these posts will aid anyone who is also revising for this exam. In this post I will provide details on case management.
The skills measured statement relating to case management is shown below. From this we can see that case management covers a wide variety of capabilities;
In total I will cover quite a bit of ground! In this post I will include;
- Cases An Overview
- Case Views
- Searching Cases
- Creating Cases from Activities
- Case Business Process Flow
The in a second post I will cover;
- Resolving Cases
- Routing Cases
- Parent / Child Cases
- Merge Cases
As already mentioned cases are a fundamental part of the service functionality in Dynamics 365, therefore I suggest you spend a significant amount of you exam preparation time creating cases…
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