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BPF configured for case form not showing in Customer Service Workspace

Posted on by 15

Hi,

I've been looking for articles online but found none. We have a BPF for a Case Record that we created in Customer Service Hub app. Microsoft Documentations states that configs for Customer Service Workspace is done in the Customer Service Hub.

But when we view the Case record in Customer Service Workspace app, the BPF does not show.

Any help/advise is appreciated!

  • Suggested answer
    d365crmkl Profile Picture
    d365crmkl 15 on at
    RE: BPF configured for case form not showing in Customer Service Workspace

    Thanks for this. Tried it and it works :)

  • Verified answer
    LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: BPF configured for case form not showing in Customer Service Workspace

    Hi Partner,

    It is possible.

    You need to go to Advanced Settings->My apps->Customer Service Workspace->Open in app designer.

    And add the BPF you need into the app. For my example I added default BPF "phone to case process".

    pastedimage1603439263735v1.png

    pastedimage1603439292497v2.png

    save and publish.

    And now we could see the BPF in customer service workspace now.

    pastedimage1603439333794v3.png

    Hope it helps.

    Best Regards,

    Leo

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