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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Create a case as resol...
Service | Customer Service, Contact Center, Fie...
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Create a case as resolved by default

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Posted on by E. Ramzi 5

Hi everyone, 

I have been trying for like 2 days and went through many articles with no luck

We are trying to achieve the following:

Quick create a case and get it resolved in the same form. (Quick Create Case Form)

This is the current form the resolution field is custom not working for sure to get it resolved and closed.

pastedimage1672355086930v1.png

This is the resolve form after cutting down unwanted fields.

pastedimage1672355235244v2.png

pastedimage1672355292312v3.png

to resolve any case, you have to go through step using 3 different screens

1. Create and fill,

2. then save,

3. then process flow bar

4. then resolve,

we are having a huge number of calls in our call center, and this is really consuming much time of our agent's time to close each case and causes incomplete data collection as they are really annoyed by the process flow.

and yes, it is very long

I am trying to merge all steps in one form,

so far had no luck.

any suggestions.

thank you

  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Create a case as resolved by default

    Hi Partner,

    The 'Phone to Case Process' is one BPF, and is one entity, it has N:1 relationship with case entity.

    pastedimage1672724320485v4.png

    So you can create another workflow to update it's stage and status:

    pastedimage1672723418141v1.png

    pastedimage1672724474433v6.png

    --Trigger:

    pastedimage1672724580330v7.png

    --Condition

    pastedimage1672724408474v5.png

    --Update BPF

    pastedimage1672723487999v3.png

  • Suggested answer
    E. Ramzi Profile Picture
    E. Ramzi 5 on at
    RE: Create a case as resolved by default

    Thank you so much for this clear answer,

    It really helped me approach the requirements.

    the only downside is that the custom field I added didn't show up, but I used the field (Is it escalated) and created a condition for non-escalated cases to be resolved.

    pastedimage1672405689881v2.png

    Which is the required, but the closed cases keep showing this time count in process flow, (Identify - research is there a way to close this).

    pastedimage1672405636244v1.png

    Wish you a lovely day.

  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Create a case as resolved by default

    Hi Partner,

    You can use workflow to resolve case automatically:

    1.Add one custom field to the case form.

    --Use to flag cases that you want to resolve automatically.

    2.Create one workflow on case entity.

    --Add condition to check the custom field.

    --Add 'Change Status' action, change status to 'Problem solved'

    pastedimage1672371629029v2.png

    Save and active the workflow.

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