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

Workflow that sends automatic email when case is almost expiring

(0) Share

Report

Posted on by Community Member

Hi All,

I am trying to build a workflow which notificates a case owner when a case is open for 1 month or more.

How would you do this? Are there maybe also other ways of doing this than by using a workflow?

Thanks in advance for your help.

Kind regards,

Stéphanie

I have the same question (0)

All responses (4)

Answers (0)

Suggested answer

a33ik 84,331 Most Valuable Professional on at

Like (1)

Report

RE: Workflow that sends automatic email when case is almost expiring

Hello Stéphanie,

You can use timeout workflows for that - social.technet.microsoft.com/.../11291.microsoft-dynamics-crm-2011-workflows-wait-and-timeout.aspx

Was this reply helpful? Yes No
Suggested answer

Shivkant Soni 90 on at

Like (0)

Report

RE: Workflow that sends automatic email when case is almost expiring

Hi Stephanie,

You can use SLA's as well to have the desired outcome, they might provide you with additional functionality as well to configure notifications for First Response By KPIs, Assigned By KPIs and Resolved By KPIs. You can configure actions/notifications based on warning i.e. Nearing Noncompliance and Failure i.e. Non Compliant.

In the background different SLA KPIs will trigger a workflow for a record. Below is the official documentation link for the same from MSFT.

docs.microsoft.com/.../define-service-level-agreements

Hope this helps you in what you are trying to achieve.

Stay safe and Stay healthy!

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

RE: Workflow that sends automatic email when case is almost expiring

hi Stéphanie,

We also had similar requirement , we created SSIS job which runs daily to check such cases and then triggers workflows to the owners of the case with notification email, if you do not want to use SSIS job then you can create flow and schedule it to run to check the data and send emails.

Thanks,

Abhi

Was this reply helpful? Yes No
zica on at

Like (0)

Report

RE: Workflow that sends automatic email when case is almost expiring

We can achieve this by creating a custom workflow on the case entity: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/workflow-processes

Was this reply helpful? Yes No