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Case Resolving Count

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Posted on by Hamza Shams

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Hello,

I wanted to know that if I resolve any case on the customer service portal of Dynamics 365. An auto-generated email is sent to the customer. If the customer replies back to the case, it reopens the case. If I solve the same case again. So, the count will be 1 or 2?

Thank you

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Bipin D365 28,985 Moderator on at

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Hi,

Count will be one .

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Steve Zhao2 Microsoft Employee on at

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Hi Hamza Shams,

Bipin Kumar is correct; one case one count.

Please check the following chart:

It would only count the case. So, no matter how many times you resolve this case, it would only count 1.

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