Microsoft Dynamics 365 Fundamentals Practice Exam

Is a survey necessary for every case closure in the services provided by Dynamics 365?

1. Yes, it is mandatory for all

2. No, it is optional

3. Only for high-priority cases

4. Only for customer feedback initiatives

The correct answer is: No, it is optional

In Dynamics 365, surveys are not mandatory for every case closure. The ability to include a survey is designed as an optional feature that organizations can utilize based on their specific customer feedback strategies and operational needs. This flexibility allows businesses to gather insights when they feel it is necessary or beneficial rather than imposing it as a uniform requirement for every interaction. Organizations may choose to implement surveys for particular situations, such as after resolving high-priority cases or for specific customer feedback initiatives, but there is no obligation to do so for all cases. This approach helps tailor the customer experience and allows for focusing on collecting feedback where it will provide the most value.