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Customer experience | Sales, Customer Insights,...

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How to add Case Details after Resolution

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Posted on by GazzR

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Is is possible to enable the ability to add an extra process following a case being resolved?

We have situations where the case is resolved from a customer perspective, however it goes through internal reviews and further details and manager comments need to be added to the case.

If we leave it open all this time, we don't have a measure on our customer resolution time, as this can be minutes/hours, as the internal reviews can take days.

If we use parent child cases, we end up with multiple cases for a single issue which causes issues with reporting.

Any thoughts or suggestions would be appreciated.

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Amit Katariya007 10,409 Moderator on at

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Hello,

You Make a field which will be visible and editable when case is resolved and once that field will have data then make it read only. so user can only edit once after resolution.

community.dynamics.com/.../updating-data-on-inactive-records-in-dynamics-365

Thank you,

Amit Katariya

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