Escalating Cases in D365 Customer Service
In this video I am going to show you how you can build your own logic to escalate cases. This functionality is something that can be easily build in the application. In this article I am doing to discuss how we can do that. I already wrote an article about how to setup automatic case assignment which you can find here: https://d365goddess.com/dynamics-365-customer-service-automatic-case-assignment/ and I am going to build the escalating logic on top of that solution. We will extend the entity that was build previously (Drop Down value) to track where the ticket should be escalated to (tier 2 or tier 2 support) and I am going to create a workflow to automate this.
Related Blog: https://D365Goddess.com
Twitter: https://twitter.com/D365Goddess
LinkedIn: https://www.linkedin.com/in/diantaylor/
In this video I am going to show you how you can build your own logic to escalate cases. This functionality is something that can be easily build in the application. In this article I am doing to discuss how we can do that. I already wrote an article about how to setup automatic case assignment which you can find here: https://d365goddess.com/dynamics-365-customer-service-automatic-case-assignment/ and I am going to build the escalating logic on top of that solution. We will extend the entity that was build previously (Drop Down value) to track where the ticket should be escalated to (tier 2 or tier 2 support) and I am going to create a workflow to automate this.
Related Blog: https://D365Goddess.com
Twitter: https://twitter.com/D365Goddess
LinkedIn: https://www.linkedin.com/in/diantaylor/
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