Question
A company implements Dynamics 365 Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
Explanation
Active: On hold is an Active status reason, alongside In Progress, Waiting for Details and Researching. Merged belongs to Canceled and Problem Solved belongs to Resolved.
Resolved: the Resolved status reasons are Problem Solved and Information Provided, so Information provided is correct; On hold and Waiting for details are Active reasons.
Canceled: when a case is merged into another case it is set to Canceled with status reason Merged (the other Canceled reason is Canceled). On hold and Researching are Active reasons.
