CRM 365 Case scheduling

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Posted on by Community Member Microsoft Employee

Hi Friends, Please help me

I need to find average time spend on resolving a case by our staff. Its for reporting purposes. As we all know, when a case is created on weekends or holidays we have to wait till next working day so that a staff can attend it. My question is-> we have a holiday and working hours scheduler in CRM, how can I use this to integrate working hours so that I can assign another field for every case based on working hours. The final objective for me is to find time spend on cases for resolving it by taking the difference BTW created_time and closed_time which is not biased by any holidays or week ends.. Please help me solve this. I have created a working schedule in CRM but struck with the next step. Thanks in advance.

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diegompc 798 on at

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RE: CRM 365 Case scheduling

Hi!!

It is assumed that your reports will take into account the closing hours and holidays in addition to Prevent scheduling resources on holidays.

Sorry, I have not been able to verify it yet.

Regards.
Community Member Microsoft Employee on at

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RE: CRM 365 Case scheduling

I have used this option to create working hours and list holidays. But i am in limbo stage where i dont know the next step.
Community Member Microsoft Employee on at

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RE: CRM 365 Case scheduling

Hi Diego, What does this do? Is it going assign another field for cases based on working hours or do i need to manually do it?
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diegompc 798 on at

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RE: CRM 365 Case scheduling

Hi Jazz_crmbaby,

Have you try to use this option?

Regards!!