You are a customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do?
I disagree with that answer because you cannot delete a case or anything with a business rule . I think the answer that fits the best is the C.
Best regards,
Jay
From my perspective, we can easily use business rules to eliminate duplicate rows. Merging cases is also a good option, but we can still choose option B, which suits us best.
What about enabling AI suggestions for similar cases? I think the answer is A.
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-enable-ai-suggested-cases-knowledge-articles?tabs=customerserviceadmincenter#enable-ai-suggestions-for-similar-cases
There's a difference between "similiar" and "duplicate". As from the linked doc says the default AI suggestions are based on Case Title and Description, providing solution references to CSR on similiar problems. While the duplicate cases means the same customer (account/contact) with the same problem (Case Title and Description).
The question says "You are a Customer Service Representative". This implies they won't be having the ability to create business rules.
By going that ideology, I believe the answer could be Merge.
Please confirm if it's correct.
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