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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / I need the steps how t...
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I need the steps how to configure Phone to case process in customer service.

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Posted on by CU29010510-0
i am working on Microsoft Dynamics 365 customer service module. I need the steps how to configure Phone to case process. Attached image for reference.
 
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Dynamics 365 Customer Service
  • Suggested answer
    Tom Gioielli Profile Picture
    Tom Gioielli 32 on at
    I need the steps how to configure Phone to case process in customer service.
    Business Process flows are configured in the system like a bit of a strange mix between a workflow and a table. Any changes you need to make to the BPF, such as stages, conditional branches, and actions upon entry/exit can be done by going to https://make.powerapps.com, opening the default solution (or creating a new one), and going to the "Process Area". You should be able to search for a process called "Phone to Case Process" and then edit it from there.
     
     

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