Check out the latest features available in Dynamics 365 for Customer Engagement, including LinkedIn Connect, Voice of the Customer and Universal Resource Scheduling.
Dynamics 365 2019 release wave 2 plan Discover the latest updates to Dynamics 365.Release Plan | Weekly Deployment Notes
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants.Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements.
ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance and Operations TechTalks | Customer Engagement TechTalks | Talent TechTalks
We try to track if any email / response on every newly created Case. How to set / trigger the First response sent field value using workflow?
Thanks in advance.
Create a new date field first response Date in the case.
1.Create workflow on email entity on create and update if email contains regarding case and regarding case does not have first response date , update case first response date field.
Thanks for the replied.
I would like to find out if possible to use the CRM inbuilt field "First Response Sent". It because when creating workflow condition, this field is there for select. But wonder how and when this Field Value will be triggered? So that its value will change to YES?
Is that possible to change the Value? When or where the first response sent can be use?
CRM does not automatically set value of "First response sent" field value . This field is used to set SLA status. Here is the post that provides detailed information about this field.
This field value needs to populated either by workflow or plugin even if you are using SLA.
I have read the article you mentioned before, but i cannot find where the "First Response Sent" to be set as YES even in SLA, i created a SLA but no where to set the First Response Sent to be YES.
Much appreciate if can show how to trigger the First Response Sent value.
Thank you very much for you kind reply.
As i mentioned in my previous response crm does not update this value automatically. You need to write plugin or workflow to update this value in the case record when first response to the case is sent ( like Email,phone call)
Sorry for confusing, I understand system wont automatically update what i mean is i create a workflow where and how to set the first response sent to YES?
I try want to create a workflow / SLA to trigger it to YES. But i cant find this FIELD "First Response Sent" elsewhere to set it value.
Much appreciate for you reply.
Create a new workflow on the email on create and on update of the regarding field
check whether email contains regarding and regarding case first response sent is no then update the regarding case entity with first response sent = Yes
Really grateful with your kind reply! It solved my problem!
Thank you very much!
So if you are sending an auto confirmation email to the customer to acknowledge receipt of the case, wouldn't this workflow also trigger to update the first response sent field even though it was just the auto response email? how would you get around this?
if you are sending auto response add category to that email and check the category of the email before updating the first response sent flag in case. if email set to auto response category then dont update case first response sent flag.
I'm new to Dynamics CRM. Can you tell the steps before you got to the first screenshot? Thanks!
i dont get it. we also have auto response. but we need the first response to updated to yes. including the time the auto response was sent,
Business Applications communities