Hi experts,
I am trying to modify Case Resolution Dialog as it is not needed for my company operations. I follow this document: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-modify-case-resolution-dialog
However in my Customer Service Hub I do not see any Service Management as described in the document.
I can find the Service Management in the legacy version, which is the old version as per below.
Any ideas? Do I need to upgrade any solution to achieve this?
Hi Partner
Is your org Wave 1 2020 Enabled. As this feature has been introduce in wave 1 2020
Here's a link for same: https://docs.microsoft.com/en-us/dynamics365/customer-service/whats-new-customer-service#dynamics-365-customer-service-app
You can verify by clicking on About section of your CRM by navigating to Gear icon on top right, here's a screenshot for reference
hi Akash, yes, 2020 release 1 enabled. I was thinking it could be a separate solution that needs an update? Interestingly, I have checked in another environment I have access to/which also has 2020 release 1 enabled/ and it is in the sitemap.
thanks for the response, Armine
Hi Partner,
As understood, its working for you in wave 1 2020 release Environment..
hi Akash, it works in the client environment I have access to, but does not work in my company environment where needed. Is there anything else this can relate to? or only wave 1 2020 release?
You can compare the CRM version for both the environment (Working and non-working) if its the same by navigating to Settings icon on right and click on About
if the working environment version on higher side then we have to wait till the same gets deployed in non-working environment.
As far as I know, the required is only wave 1 2020 release as this will have upgraded version of Solution which should have the Service management tab
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