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Customer experience | Sales, Customer Insights,...

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Case resolution and resolution date fields

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Posted on by Alaa Ramadan

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Is Case entity include these 2 fields? I have 2 versions of CRM online, one of them showing the 2 fields highlighted below and the other does not.

I would like to craete a view with resolved cases within a timeframe. thought i can use resolution date but it;s not exist in case level.

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Steve Zhao2 Microsoft Employee on at

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Hi Alaa Ramadan,

These two fields are added by the Dynamics 365 Portals - Customer Service Solution. Here is a doc mentions this:

Incident Entity Reference | Microsoft Learn

And for your requirement, you can use the "modified on" field to filter the resolved case. Or you can filter it by the Actual End in the Case Resolution entity whose status is completed.

Here is similar thread:

Trying to find a date stamp for Cases that are Resolved - Microsoft Dynamics CRM Forum Community Forum

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