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Bulk closure with 1 Resolution comment for all cases

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Posted on by Leonardu

hi all, i wonder if there is a workaround for bulk closure of cases within D365 Customer Service Hub (online) which will put the reason for closure / resolution in all selected cases
many thanks in advance for your replies

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Yogesh Mulay 54 on at

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Bulk closure with 1 Resolution comment for all cases

Unfortunately, as of now, there is no out-of-the-box functionality within the D365 Customer Service Hub (online) that allows for bulk closure of cases with the ability to simultaneously apply a reason for closure/resolution to all selected cases. With power Automate this can be achieved though.

Here's a conceptual outline of a Power Automate solution for bulk case closure in D365 Customer Service Hub with reason application:

Trigger:

Manual Trigger: The flow could be initiated manually by a user, perhaps through a custom button or ribbon action within the D365 Customer Service Hub.

Scheduled Trigger: Alternatively, you could schedule the flow to run at specific intervals, automatically processing cases that meet certain criteria.

Actions:

Get Selected Cases:
Retrieve the list of cases selected by the user or identified based on the trigger criteria.
Loop through Cases:
Use a "Apply to each" loop to iterate through the list of selected cases.
Update Case:
Within the loop, use the "Update a record" action to update each case with the desired reason for closure/resolution.
Close Case:
Use the "Perform a bound action" action to close the case. This action will change the case status to "Resolved" or "Canceled," depending on your configuration.

Additional Considerations:

Error Handling: Implement error handling mechanisms to gracefully handle any failures during the case update or closure process.

Notifications: Send notifications to relevant users or teams upon successful completion of the bulk closure process, or in case of any errors.

Customization: Tailor the flow to your specific requirements, such as adding additional actions to update other case fields or trigger follow-up workflows.

Example Flow (Conceptual):

Trigger: Manual trigger initiated by a user.

Get Selected Cases: Retrieve the list of cases selected by the user.

Apply to each Case:

Update Case: Set the "Reason for Closure" field to the desired value.

Close Case: Perform the bound action to close the case.

Notifications: Send a notification to the user confirming the successful closure of the cases.

Please mark my answer verified if this is helpful!
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Muhammad.Affan 4,449 on at

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Bulk closure with 1 Resolution comment for all cases

Hi There,

Create a power automate flow for this, it will work.

Thanks

Affan