CASE CLOSED

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Posted on by MH-12092052-0

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Hello, credit created a cased and assigned to customer service, they resolved it by issuing a credit note, does D365 send me an email to my inbox informing me that it has been resolved with their answer.

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Dynamics 365 Customer Service

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Holly Huffman 3,754 on at

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CASE CLOSED

Hi there! Good morning, evening, or afternoon - depending on where you are :) Hope you are well today!

By default, Dynamics 365 does not automatically send an email notification to the case creator (or others involved) when a case is resolved unless a workflow, Power Automate flow, or custom notification process has been set up to do so.

To achieve this, you can configure a workflow or use Power Automate to create an automated email notification. Here's how:

Workflow in D365:

Set up a workflow that triggers when a case's status changes to "Resolved."

Configure the workflow to send an email notification to the case creator with the resolution details (e.g., the credit note information).

Power Automate Flow:

Create a flow that monitors the "Case" entity for status updates.

When a case is marked as "Resolved," the flow can send an email to the case creator (or other specified recipients) with relevant details.