Question
You are a system administrator for Dynamics 365 Customer Service.
All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
- A. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. Set the closure preference setting to Don't allow parent case closure until all child cases are closed. Correct
- B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
- C. Create a business rule.
- D. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.
Explanation
Parent child case settings (Case Settings in the Copilot Service admin center) let you choose which case attributes child cases inherit; Case Title and Customer are mandatory, so you add Product and Case Type to the selected list. The same dialog has the closure preference, which you set explicitly to Don't allow parent case closure until all child cases are closed. Relationship mappings and business rules are not the supported mechanism for this, and you should not rely on the closure preference already being set.
