Hello,
I was wondering if anybody might be able to help me with a problem. When we close a case we would like the duration and description to be sent over to an invoice so that we can bill a customer for time spent on an issue. What would be the best way to go about doing this. Thanks!
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Thank you for the information I will definitely look into it.
First, I recommend reviewing Entitlements in CRM, as they might be relevant to your interests: docs.microsoft.com/.../create-entitlement-define-support-terms-customer
And SLAs: docs.microsoft.com/.../define-service-level-agreements
Beyond that, you could customize CRM to add a relationship between the Invoice and the Case. Then, when you close a Case, you can run a workflow that creates an Invoice with the relevant information moved over to the Invoice (you're likely going to need to make fields). the one real gap is going to be that the actual case resolution time is on an activity on the closed Case, not the Case itself. A plugin might be your best way to pull all the relevant data from the Case and Case activities, especially if you want to make invoice line-items for billable time.
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