Ability to keep QueueItem activated after the auto case creation rules have run and not created a case.


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 n...

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Category: Customer Service (Case Management / Queues) (44)

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