CloseIncident action also de-activates BPF that is associated with Incident record
When we resolve a case(incident) from a specific case record from the ribbon button "Resolve", system resolves the case and also de-activate(Abandon) if any active BusinessProcessFlow(BPF) associated to it.
However, when we resolve the same case using CloseInc...
Partner center customer engagement actiovation explanation steps
When activating action pack customer engagement, the activation steps do not describe how to actually create the power apps environment for the product, only how to give the licence and apply licences to users.
So the activation of the actual app stops halfway.
Ensure that updates are backward compatible
Let's take the example of the 2024 wave 1 release update. In this case, the customer had disabled the new look feature using a setting via solution before the force update. However, after the force update to the 2024 wave 1 release, the feature was turned on again in the production environment...
Reporting
*** Net Promoter Score ***
There is an obligation of financial services in UK to provide feedback through the perspective of the investor.
NT n...
Automatically close conversations once the cases are closed.
Hello team,
At the moment, conversations which are associated with cases do not automatically close when the cases are closed, unless the associated case record is deleted, according to this document: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-co...
Fixing Arabic Translation for Timers
The Arabic translation for the minutes part in the timer needs to be 'د' instead of 'ش'
Ad-Hoc Bank Holiday Process
A fringe case, but UK bank holidays created with limited notice (Queens funeral), demonstrate an inflexibility for recalculating SLA's and workflows.
While these normally happen with some notice, there is precedence for ad hoc holidays being introduced. Kings Coronation, any ...
SLA's impacted by change of working calendar - EG new UK bank holidays
Following a new UK bank holiday introduced at short notice there should be an ability introduced that allows an update to non working days that recalculates in flight SLA's.
Multiple SLAs in same entity incident
Hi all,
But on entity SLAs, there is just one defaulted anIn my organization we have 100 networks, and some od those networks have different SLAs with specific SLA items on same entity incident.d unique SLA which is applied.
If your remov...
Time until Case resolved
When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...