Dynamics 365 Customer Service Exam Practice 2025 – Complete Guide (MB-230)

Question: 1 / 400

What differentiates a case from an incident in Dynamics 365?

A case is a specific query, while an incident represents reported issues

A case represents a customer's reported issue, while an incident relates to a specific problem

In Dynamics 365, the distinction between a case and an incident lies in their specific definitions and purposes within the system. A case represents a customer's reported issue or problem that requires resolution. It is an integral component of customer service, allowing organizations to track, manage, and resolve issues raised by customers. Cases encompass a broad range of customer concerns, from technical problems to service inquiries, providing a structured approach to handle customer interactions effectively.

On the other hand, an incident is typically more focused on the specific details related to a problem that may have multiple cases associated with it. Incidents can pertain to service interruptions or operational failures that are being addressed as part of ongoing service management. They often serve as a category under which multiple related cases can be grouped or analyzed.

This distinction helps customer service teams in efficiently organizing their workflows and ensures that each reported issue is understood within the broader context of service delivery improvements. By understanding these differences, organizations are better equipped to categorize and respond to customer issues in a timely manner.

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There is no significant difference between a case and an incident

An incident refers to feedback from customers on cases

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