MB2-718 Certification: (Microsoft Dynamics 365 Customer Service) – Case Management (Part Two)

Awesome!!

Microsoft Dynamics 365

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 continue to explain the concepts around 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 my previous post I covered;

  • Cases An Overview
  • Case Views
  • Searching Cases
  • Creating Cases from Activities
  • Case Business Process Flow

In this 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 and then experimenting on the various ways to…

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