setrmyi.blogg.se - Custom resolution warsow

#CUSTOM RESOLUTION WARSOW HOW TO#
#CUSTOM RESOLUTION WARSOW UPDATE#
#CUSTOM RESOLUTION WARSOW PLUS#

In the Resolution field, add case resolution notes.

In the Resolution Type dropdown list, select Duplicate.

In the New Case Resolution dialog that opens, do the following: To resolve the case, select Resolve Case on the command bar. If you're using Customer Service Hub, in the site map, go to Service, select Cases, and select a case. The Summary page with the case details opens. In Customer Service workspace, open a case that you recognize as similar or duplicate of a previously resolved case.

#CUSTOM RESOLUTION WARSOW HOW TO#

Now, let's see how to use the Duplicate custom status value in case resolution, so that duplicate cases are automatically marked as resolved. In the Value field, enter the corresponding value you noted earlier in the case entity statuscode field.Ĭontinuing with the same example, let's now see how to use the Duplicate custom status value in case resolution, so that duplicate cases are automatically marked as resolved. In the Label field, enter a value name Duplicate in our example.

#CUSTOM RESOLUTION WARSOW PLUS#

In the Options section, select the plus sign to add a new item to the Label and Value fields. The General tab of Resolution Type of Case Resolution is displayed. For this example, let's select resolutiontypecode in the Name column.ĭouble-click to select the resolutiontypecode field. On the page that appears, select the field that you want to update. In the solution explorer under Components, expand Entities, select Case Resolution, and then select Fields. You've successfully added a custom status type and status value to the case entity. If you've preconfigured status reason transitions, select Edit Status Reason Transitions to set up new status reasons.įor more information, see: Define status reason transitions.

In the Label field, enter Duplicate and note down the value listed in the Value field. For this example, let's select Resolved and then select Add.

In the Status dropdown list in the Type section, select a status. The General tab of Status Reason of Case is displayed. For this example, let's select statuscode in the Name column.ĭouble-click to select the statuscode field. On the page that appears, select the field you want to update. In the site map of the page that appears, under Components, expand Entities, select Case, and then select Fields. If using Power Apps, go to Settings, and under Power Apps, select Advanced Settings, then select Customizations and Customize the System. In Dynamics 365, go to Advanced Settings, select Customizations, and then select Customize the System. If the values don't match in the customizable dialog, the values that you specified won't be displayed. If the values don't match, an error might occur.

#CUSTOM RESOLUTION WARSOW UPDATE#

If you change the value in Case entity, be sure to update the value in Case Resolution entity so they match.

Update the resolution type of the Case Resolution entity with the same custom value to ensure that all duplicate cases are assigned the same resolution type.

Update the Case entity to add a new Resolved status type and assign a Duplicate custom value to it.

You can add a case resolution rule where any case that's similar to a previously resolved case can be resolved by marking it as a "duplicate case". Say, for example, you receive many similar business cases and you want to improve agent productivity and reduce case resolution time.

Let's understand how to add custom status values to the case resolution dialog with an example. Add custom values to the case resolution dialog

When the customer service representatives try to resolve a case, the case resolution dialog won't display the field that you removed. In the form designer, do the following actions: For this example, let's select the Information form. In the solution explorer under Components, expand Entities, select Case Resolution, and then select Forms. You can modify the case resolution dialog and remove a field so that it no longer appears at runtime for the user.Īs an example, let's see how to remove the Billable Time field from the Information form. On the Service Configuration Settings page, scroll to the Resolve case dialog section, and then select Customizable dialog from the dropdown list.Īdd or remove fields from the case resolution dialog

In the Service Management site map, select Service Configuration Settings in Service Terms.

In the site map, select Case Settings in Customer Support.