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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Workstream
Service | Customer Service, Contact Center, Fie...
Answered

Workstream

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Posted on by LZ-13062018-0 17
In contact center admin center I'm trying to create a workstream , i want to choose the type of record : case but it's not available.
Does anyone have any idea why that might be?
 

Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at
    Hello LZ-13062018-0,
     

    You're encountering a common issue when setting up workstreams in the Dynamics 365 Customer Service admin center: the "Case" record type not being available. This usually stems from a few key configuration or licensing problems. Let's troubleshoot:

    Possible Causes and Solutions:

    1. Licensing:

      • Customer Service License Required: Workstreams and case routing are core features of Dynamics 365 Customer Service. Ensure you have the appropriate Customer Service licenses assigned to your users.
      • Contact Center License: If you're using Dynamics 365 Contact Center, it includes Customer Service capabilities. But, verify the license is correctly provisioned.
      • Trial Limitations: If you're using a trial environment, there might be limitations on certain features. Check the trial's terms and conditions .

    2. Environment Setup:
       
      • Customer Service App Installation: The Dynamics 365 Customer Service application needs to be installed in your environment. If it's not, the "Case" entity won't be available for workstream configuration.
      • Solution Installation: Check if the required Customer Service solutions are installed. Sometimes, incomplete or corrupted solution installations can cause issues.
      • Environment Type: Rarely, specific environment types might have limitations. Ensure your environment is a standard production or sandbox environment. 

    3. Permissions and Security Roles:

      • Insufficient Permissions: Your user account might lack the necessary permissions to configure workstreams.
      • System Administrator Role: Ensure your user has the System Administrator or a similar role with full administrative privileges.
      • Customer Service Roles: Verify that you have the required Customer Service specific roles. 

    4. Configuration Issues:

      • Entity Customizations: If the "Case" entity has been heavily customized or if there are conflicting customizations, it might not be available for workstream configuration.
      • Solution Layer Conflicts: Check for solution layer conflicts that might be affecting the "Case" entity. 

    5. Cache and Browser Issues:

      • Browser Cache: Clear your browser's cache and cookies.
      • Try a Different Browser: Test in a different browser to rule out browser-specific issues. 


      6.  

    Troubleshooting Steps:

    1. Verify Licensing:

      • Go to the Microsoft 365 admin center and check the user's assigned licenses.
      • Confirm that Dynamics 365 Customer Service or Dynamics 365 Contact Center licenses are present. 

    2. Check Environment Solutions:

      • Go to Settings > Solutions in your Dynamics 365 environment.
      • Verify that the Customer Service solutions are installed and up to date. 

    3. Confirm Security Roles:

      • Go to Settings > Security > Users.
      • Open your user record and check the assigned security roles.
      • Ensure you have System Administrator or Customer Service Administrator roles. 

    4. Test in a Different Environment:

      • If you have a sandbox or test environment, try creating a workstream there to see if the "Case" entity is available. This will help isolate environment-specific issues. 

    5. Review Customizations:

      • If you have made customizations to the Case entity, try temporarily disabling them to see if it resolves the issue. 

    6. Contact Microsoft Support:

       

      • If you've exhausted all troubleshooting steps, contact Microsoft Support. They can investigate the issue and provide specific guidance.

      7.  

    Key Recommendation:

    • Start by verifying your licensing and security roles. These are the most common causes of this issue.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 2,727 Super User 2025 Season 2 on at
    The case table should definitely be available to you. Is it possible you already have a workstream created for the case table? I'm trying to double check the documentation, and I can't find it stated anywhere explicitly, but maybe if you already have a workstream on a table the system will prevent another from being created. The goal is that you would have all rules and configurations for a single table routing workstream listed within that workstream. Otherwise, you are going to need to set workstream priorities to know which gets processed first.
     
    • Check if there is an existing Case workstream, if there is, delete it or make you updates and changes on the existing record
     
    If this answer helped, please consider marking as verified
  • Suggested answer
    CU12030037-0 Profile Picture
    CU12030037-0 4 on at
    Please Note,  Case  is not avaible in Dynamics 365 Contact Centre  Standalone version. 
     
    Case management isn't available.
     
     
     
      Case management
    Dynamics 365 Customer Service Enterprise Yes
    Dynamics 365 Customer Service Enterprise  + digital addon Yes
    Dynamics 365 Customer Service Enterprise  + voice addon Yes
    Dynamics 365 Customer Service Enterprise  + contact centre addon Yes
    Dynamics 365 Customer Service premium Yes
    Dynamics 365 Contact Centre  Standalone No
     
     
     

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