Which statement describes what happens when a case item is released from the queue?

A company uses Dynamics 365 Customer Service.

The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.

Which statement describes what happens when a case item is released from the queue?
A . The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
B . The case is removed from all queues.
C . The case is removed from the agent’s personal queue and returned to the original support queue.

View Answer

Answer: C

Explanation:

Reference: https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/4- working-with-queues