Today I’ll be demonstrating a simple method to close a case automatically if it remains in a specified Status for a certain length of time. This is particularly useful if you want to close cases if, for example, they haven’t had a reply from a customer within two weeks or similar.
To do this you will require the permissions to create workflows and fields on the case entity.
Continue reading “Dynamics 365 – Closing an Incident/Case Automatically Based on Status and Time Waiting”
I’m currently working towards my second Microsoft CRM exam and thought it would be a good practice to record my notes as I go along. Hopefully these prove valuable to others hoping to take MB2-714 CRM Customer Service exam.
This post is part of my MB2-714 exam series of articles and contains my notes relating to case management in CRM 2016 which is an important element of the MB2-714 exam for CRM.
This post covers the following required areas –
- Work with the case list and views
- Search for case records
- Create a new case record
- Understand fields on a default case form
- Analyze business process flows
- Convert activities to cases
- Understand the case resolution process
- Use case routing rules
- Use case creation rules
Continue reading “Case Management in CRM – MB2-714 Notes”