Question
You are a customer service representative using Dynamics 365 Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?
- A. Configure Dynamics 365 AI for Customer Service
- B. Use business rules
- C. Merge cases Correct
- D. Use parent-child case relationships
Explanation
Merging cases is the built-in way to remove redundancy when the same issue is logged more than once, for example through different channels. The merged cases are set to Canceled with the status Merged, and their activities, emails and attachments move to the case they were merged into. Business rules only apply form logic and cannot combine records, and parent-child relationships link related cases without eliminating duplicates.
