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We are using the customer service module of D365 to create cases for a privacy team. The team wants the ability to backdate the closure of their cases. Often, they have many cases opened and waiting for a response from a customer. If after a period of time they don't hear back from the customer, they will close the case. They want the case closure date to reflect the date in the past when they stopped working on the case. Is this possible in D365? What steps do I need to take to enable this? What potential issues/complexities will this cause in the system. Thanks for your assistance.
not sure if CRM SLA could help on this scenario, you could check the official document regarding SLA in CRM.
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