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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Bulk closure with 1 Re...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Bulk closure with 1 Resolution comment for all cases

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Posted on by Leonardu 90
hi all, i wonder if there is a workaround for bulk closure of cases within D365 Customer Service Hub (online) which will put the reason for closure / resolution in all selected cases
many thanks in advance for your replies
  • Suggested answer
    Muhammad Affan Profile Picture
    Muhammad Affan 4,629 Moderator on at
    Hi There,
     
    Create a power automate flow for this, it will work.
     
    Thanks
    Affan
  • Yogesh Mulay Profile Picture
    Yogesh Mulay 54 on at
    Unfortunately, as of now, there is no out-of-the-box functionality within the D365 Customer Service Hub (online) that allows for bulk closure of cases with the ability to simultaneously apply a reason for closure/resolution to all selected cases. With power Automate this can be achieved though.
     

    Here's a conceptual outline of a Power Automate solution for bulk case closure in D365 Customer Service Hub with reason application:

    Trigger:

    • Manual Trigger: The flow could be initiated manually by a user, perhaps through a custom button or ribbon action within the D365 Customer Service Hub.
    • Scheduled Trigger: Alternatively, you could schedule the flow to run at specific intervals, automatically processing cases that meet certain criteria.

    Actions:

    1. Get Selected Cases:
      • Retrieve the list of cases selected by the user or identified based on the trigger criteria.
    2. Loop through Cases:
      • Use a "Apply to each" loop to iterate through the list of selected cases.
    3. Update Case:
      • Within the loop, use the "Update a record" action to update each case with the desired reason for closure/resolution.
    4. Close Case:
      • Use the "Perform a bound action" action to close the case. This action will change the case status to "Resolved" or "Canceled," depending on your configuration.

    Additional Considerations:

    • Error Handling: Implement error handling mechanisms to gracefully handle any failures during the case update or closure process.
    • Notifications: Send notifications to relevant users or teams upon successful completion of the bulk closure process, or in case of any errors.
    • Customization: Tailor the flow to your specific requirements, such as adding additional actions to update other case fields or trigger follow-up workflows.

    Example Flow (Conceptual):

    1. Trigger: Manual trigger initiated by a user.
    2. Get Selected Cases: Retrieve the list of cases selected by the user.
    3. Apply to each Case:
      • Update Case: Set the "Reason for Closure" field to the desired value.
      • Close Case: Perform the bound action to close the case.
    4. Notifications: Send a notification to the user confirming the successful closure of the cases.
     
     Please mark my answer verified if this is helpful!

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