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In D365 sales, word templates can be used to to export PDFs instead of exporting Word Documents, by clicking the 'Create PDF' or 'Email as PDF' buttons in the command bar on Sales records.

Expanding this functionality to Service Records, such as Cases, would be very useful for a wide range of applications, such as exporting a document for a customer to sign to confirm completion of service.
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Weirdly, this feature is available in both my sandbox environments even though I'm not using D365 for Sales (it's not even enabled in my environments!) so it seems that somehow it is possible to activate it for other entities than sales... but how?

My production environment is identical to both DEV & TEST instances but it's impossible to activate it, how is that?

Category: Customer Service (Routing, SLA)