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How to bill a Case

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Posted on by Felipe Soares

I am a starter on dynamics for customer service.

Im setting up the system to resolve cases from my costumers.

I work with I.T Support.

I have 3 types of services:

1-Eventually

2-Recurring by amount of hours

3-Recurring by number of devices.

For eventually services, I need to set a cost of hour, ex: my support case with activities has 1h, and the price of hour is $20. So, when I finish the case, I set 1hour and the system attach the value of $20.

My question is: Its possible to add a field on resolution of a case to add a value/price/cost?

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Case Management

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RaviKashyap 55,410 Moderator on at

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RE: How to bill a Case

Hi Felipe,

I would suggest you to create a new thread (if not already created) for your new questions. This helps the thread pointing to the main question and keeps the thread clean.

To answer your questions, Yes, you can create calculated field for this scenario. Refer below links-

technet.microsoft.com/.../dn832103.aspx

www.encorebusiness.com/.../dynamics-crm-calculated-fields

Hope you understand.
Felipe Soares on at

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RE: How to bill a Case

[quote user="Felipe Soares"]

I am a starter on dynamics for customer service.

Im setting up the system to resolve cases from my costumers.

I work with I.T Support.

I have 3 types of services:

1-Eventually

2-Recurring by amount of hours

3-Recurring by number of devices.

For eventually services, I need to set a cost of hour, ex: my support case with activities has 1h, and the price of hour is $20. So, when I finish the case, I set 1hour and the system attach the value of $20.

My question is: Its possible to add a field on resolution of a case to add a value/price/cost?

[/quote]

Its possible to create a field to calc a default value with amount of hours?

like when I set 2 hours: $20x2=$40

thanks
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Felipe Soares on at

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RE: How to bill a Case

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Felipe Soares on at

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RE: How to bill a Case

Ravi, thanks, sorry for wrong screen, I was trying to add a field in a service type to add a case with cost. But I see that is not possible. I try to add on a case form, and is ok. Thanks for your attention.
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RaviKashyap 55,410 Moderator on at

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RE: How to bill a Case

Hi,

The entity you are trying to customize is Service entity which is not customizable so what you see is expected. You need to update the form on case entity. Refer below screenshot-

Hope this helps.
Felipe Soares on at

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RE: How to bill a Case

Thanks.

I see, but I can't edit a form to add this field...

If I try to edit an form its impossible, has blocked.

So when I go to customize the system to edit an entity do add a new form or edit an existing form, I can't edit, note: I am a system admin.

look the prints...

In third option is to edit forms, is set to false not true... but I can't select any option...
Suggested answer

RaviKashyap 55,410 Moderator on at

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RE: How to bill a Case

Hi,

Not exactly sure what you are looking for but if you just want to add the field then yes, you can create a field say 'Total Cost' on the case.

www.youtube.com/watch

Hope this helps.