A company plans to implement the case management feature of Dynamics 365 Finance. You need to describe the scenarios in which you should use the case management tool. Which three scenarios should be used? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A. Since case activities can be assigned to different people, a case can use workflow.
B. Although the sales module already has return-order functionality, case management is still used for customer returns and claims.
C. Knowledge articles used by case management are associated with specific functional modules.
D. A human resources generalist can use the case management tool to track employee interactions, even though the department stores confidential information about employees.

E. A case can be used to track both external and internal issues.

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