Personalized Community is here!
Quickly customize your community to find the content you seek.
Choose your path Increase your proficiency with the Dynamics 365 applications that you already use and learn more about the apps that interest you. Up your game with a learning path tailored to today's Dynamics 365 masterminds and designed to prepare you for industry-recognized Microsoft certifications.
Visit Microsoft Learn
2020 Release Wave 2Discover the latest updates and new features to Dynamics 365 planned through March 2021.
Release overview guides and videos Release Plan | Preview 2020 Release Wave 2 TimelineWatch the 2020 Release Wave 1 virtual launch event
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 TechTalks | Customer Engagement TechTalks | Upcoming TechTalks
I'd like to be able to track the duration of each activity on a case. I've done a lot of reading/googling and while I see a lot of posts about Microsoft CRM having the functionality, I can't figure out how to do it in Dynamics 365.
I've seen the Tracker for SLA's but that isn't what I'm looking for. I have 3 things I'm trying to accomplish:
1) Add a time/duration to each activity on a case.
2) See total time/duration on a case.
3) At a later date report on these duration's - whether that's by contact, or by account, or by subject. I think this part would be easy with all of the Power BI type charts and reporting I can do.
I looked into creating my own timer section for cases but during my research I kept finding people talking about how the case will automatically total the "duration" of each activity once a case is resolved. But I'm not seeing the functionality when adding activities to add duration's.
Any help is appreciated.
Hi Jason - the durations will only be totalled when the case is closed and show in the close dialogue as the billable time field - see www.microsoft.com/.../create-and-manage-a-case-customer-service.aspx
Hope this helps
I've seen lots of people say this but I'm still totally lost on where duration's can be input. I haven't found a field for that on any part of the Case entity, whether in activities or otherwise.
The durations are calculated from the actual duration on the activities - this is calculated if you don't provide it by the differences between actual start and the time closed.
Can try out "Zap Case Time Tracker" App (Free)... if such requirement is still there: https://zapobjects.com/apps/zap-case-time-tracker/
Business Applications communities