You are an administrator of a Dynamics 365 Customer Service system for a computer support...

Microsoft MB-230 Question Answer

You are an administrator of a Dynamics 365 Customer Service system for a computer support company.

Team members must handle cases as follows:

A case for a new customer follows a different process than for a returning customer.

A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.

All cases must be researched and resolved.

Cases must be handled in a manner that is simple to maintain.

You need to ensure that all team members follow the same process for handling cases.

What should you do?

Create a business process now that branches.

Create two different forms and a business process flow for each type of customer.

Create a Power Automate now that branches.

Create two different queues for the different types of customers.

MB-230 PDF/Engine

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