I've created a custom business process flow for cases through a solution and deactivated the out of the box Phone to Case process. However, the business process flow does not display when I look at the case through the Customer Service app it doesn't show. However, if I look at the case in the "Dynamics 365 - custom" app I can see the business process flow on the same record. How can I have it display in the customer service app.
Hi,
This is because you need to relate your Business Process Flow to the Customer Service App.
1. Navigate to Settings->Customisations->Customise the System
2. Select Apps
3. Open the Customer Service App
4.Select Business Process Flows on the design panel
5. Ensure that your custom Business Process Flow is marked as selected.
6.Click Save and then Publish
Hope this helps!
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