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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Case Resolving Count
Customer experience | Sales, Customer Insights,...
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Case Resolving Count

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Posted on by Hamza Shams 20

Hello,

I wanted to know that if I resolve any case on the customer service portal of Dynamics 365. An auto-generated email is sent to the customer. If the customer replies back to the case, it reopens the case. If I solve the same case again. So, the count will be 1 or 2? 

Thank you

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,961 Moderator on at
    RE: Case Resolving Count

    Hi,

    Count of the case record will be one since you are reopening an existing case and closing the same case record again.

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