Exam MB-230 topic 1 question 30 discussion

Should be correct. Releasing to the queue allows someone else to Pick the case in your absence. Routing it to another queue would make no sense unless it was also mis-routed to begin with. Sharing the case would not change ownership, which is the desired outcome. Escalating would only be done if you needed a more experienced resource to deal with the case, not a peer.

The answer is correct. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/work-with-queues#release-an-item-or-case-that-youre-working-on

given answer is correct A

Answer is A Releasing a queue item from a queue removes the name of the person who's currently working on the queue item record.

Answer is correct . If you are going on vacation you would expect someone else from your same team to pick it up. Thus you release the case it will be picked by someone else in the same queue. Route the case to another queue is generally done if it was wrongly sent to your team.

Good Lord. Dont miss this on the test you guys

Answer is A Releasing a queue item from a queue removes the name of the person who's currently working on the queue item record.

Answer should be B. The key wording is "You need to assign the case to someone else." Reassign a case: If you don’t have enough information to resolve a case, or if you think another member in your team has expertise on the subject, you can assign the case to another user or team. In the list of cases, select the case that you want to reassign, and on the command bar, select Assign. In the Assign to Team or User dialog box, in the Assign To field, select User or Team, and then in the User or team field, select who you want to assign the case to. Select Assign. Source: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-resolve-cancel-reassign-a-case

You cannot release a case when it is automatically routed to you. It only happens when you pick it from a public queue. The right answer should be ASSIGN or ADD TO QUEUE as I have tested but we don't have those options here, so ROUTE THE CASE TO ANOTHER QUEUE sounds similar to ADD TO QUEUE... Choose B, guys!

Releasing the case will not assign it to someone else. Will only allow someone else to pick it up. The answer is wrong.

Correct given the out of box CRM functionality.

given answer is correct A. Release the case.

Correct