Service | Customer Service, Contact Center, Fie...

Update original case with new case: Case Management process

(0) Share

Report

Posted on by Sol007

187

Hi community,

Is there an as-is solution in place to make updating (i.e title of case or attachment to case) for an existing case without the need for the enquirer to log a new case or a follow up case to the already existing original case? A case creation email from a noreply mailbox already goes out to the enquirer at point of when the original case is created. Any tips/suggestions on possible ways how to achieve this?

I have the same question (0)

All responses (2)

Answers (0)

Suggested answer

Leah Ju Microsoft Employee on at

Like (0)

Report

Update original case with new case: Case Management process

Hi Partner,

You can add email from the timeline of the original case:

If the case was resolved, you can reactive it firstly:

I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
Regards,
Leah

Was this reply helpful? Yes No
Sol007 187 on at

Like (0)

Report

Update original case with new case: Case Management process

That's noted, @Leah Ju

The enquiry are logged through our web Portal by the authenticated user (contact) and this creates a case in Dynamics. Each time the user updates the pre existing enquiry (open case) with more information or adds a file to the open case on web portal, we want it associated with to the original case instead of a new case created in dynamics?

Was this reply helpful? Yes No