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We are using the Queue Management functionality of Dynamics 365 (v9.1 - April) and we have Auto Case Creation rules in place of happy path scenarios.

When an unhappy path scenario happens the QueueItem gets deactivated, hiding the Case from the Queue and ultimately having a customer impact for not meeting SLA for the Case.

The ask is a ability within the Auto Case Creation setup screen to be able to configure the QueueItem to not automatically deactivate and therefore the Auto Case Creation and Update Rules can be configured to explicitly deactivate/remove the QueueItem from the queue.

Regards,

David Small
STATUS DETAILS
Needs Votes

Comments

D

This is one of the options stopping us from utilizing this function right now, if conditions are not met for record creation we want to keep the "original" queue item. - You have my vote

Category: Customer Service (Case Management / Queues)

D

Would be better if this could be a configurable settings working based on the workflow like engine. That way, we can set the conditions when the queueitem should be deactivated.

Category: Customer Service (Case Management / Queues)

D

Great idea David, I agree this would make the feature much more useful. It would also be valuable to be able to consider the record type of the email sender, and to be able to trigger the rules for more email enabled entities than just Account and Contact (like User).

Category: Customer Service (Case Management / Queues)