How can i see the update of the remaining hours from the case itself.

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Hello

I created a case assigned to /100 Hours Entitlement/ - hours not cases

I would like to see the update of the remaining hours from the case itself.

(And in the next step to try to pause it by a specific criteria)

How can i see it? In the attached video there are 2 fields first response In and resolve In - that counts the timer although in the movie the entitlement is by cases.

https://www.youtube.com/watch?v=1OuUCQgr72E

Regards and Thanks in advance,

Tali

Customer Service Hub - Cases - Entitlement by Hours - How can i see the update of the remaining hours from the case itself.

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Community member 14 on at

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How can i see the update of the remaining hours from the case itself.

Thank you! It was very useful!
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RudyZhang Microsoft Employee on at

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How can i see the update of the remaining hours from the case itself.

Hi,

If you want to use a time-based entitlement instead of a case-count-based entitlement, you can follow the steps below.

Step1, create a time-based entitlement.

Step2, create a case, the customer of the case should be same as the primary customer of the entitlement, click "save" The entitlement used for the case and the remaining time are shown in the entitlements sub grid.

Step3, try to create some activities, here we create a phone activity and a Task, totaling 80 hours.

Step4, click "Resolve Case" to confirm, you will see the Entitlement time will be reduced.

In addition, if you click "Resolve case" and find that the dialog does not have "Total time", this is normal, according to the description on the Microsoft official document, after April 2023, it will use minimal case by default. According to Microsoft's official document, after April 2023, the minimal case dialog will be used by default, if you want to go back to the old version of the dialog, you can refer to the following link.
https://learn.microsoft.com/en-us/dynamics365/customer-service/faq-case-mgmt#why-cant-i-see-billable-time-remarks-or-total-time-fields-on-the-case-resolution-dialog-box

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang