Disable default D365 compulsory fields when solving cases

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Posted on by Simon

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.

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Case Management

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LuHao 40,872 on at

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RE: Disable default D365 compulsory fields when solving cases

Hi Simon,

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LuHao 40,872 on at

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RE: Disable default D365 compulsory fields when solving cases

Hi Simon,

We need to enter the BPF editor to uncheck the Required for these fields.

Go to Settings > Processes, find "Case Process", its category is Business Process Flow. If not found, switch to the "All Processes" view.

Edit "Case Process". In the "Resolve" stage, open the steps list and find these compulsory fields. Click the fields.

Under the "Properties" tab on the right, you will see the "Required" checkbox.

Uncheck the "Required" checkboxs for compulsory fields. Finally click Apply button and Update this BPF.