Hello,
My organisation uses D365 for Service to resolve customer complaints and requests. In solving, customer complaints by default users are expected to populate a lot of fields that usually they do not have responses to at the time of resolution
Satisfaction Level - Ideally should be filled by the case creator
In favour of – Many cases are in favour of no one. i.e CRM forces to choose between customer of Bank
Root Cause - There are no root causes for requests. For complaints, usually, the resolver has a limited idea on the root cause
Root Cause Description - Same as above
I would like advice on how to make these fields not compulsory to solve cases
Hope to read from someone soon.