Question
You are a Dynamics 365 Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
1. Verification
2. Acknowledgement and research
3. Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Explanation
A workflow component in a business process flow must point to an existing active on-demand workflow on the same table, so you first create and activate the case-acknowledgement email workflow as an on-demand process. Next you create a new business process flow for the Case table. Finally you add the three stages, drag the workflow component onto the acknowledgement-and-research stage so that it runs on stage entry, and activate the flow. A workflow made available only as a child process cannot be picked in the business process flow designer, and a workflow added to the Global Workflow item runs only when the process is activated or archived (completed or abandoned), not when a particular stage is entered.
