Escalating Cases in D365 Customer Service – YouTube

Dian TaylorDyn365CEYouTube4 years ago81 Views

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/

source

Leave a reply

Join Us
  • X Network2.1K
  • LinkedIn3.8k
  • Bluesky0.5K
Support The Site
Events
May 2025
MTWTFSS
    1 2 3 4
5 6 7 8 9 10 11
12 13 14 15 16 17 18
19 20 21 22 23 24 25
26 27 28 29 30 31  
« Apr   Jun »
Follow
Sign In/Sign Up Sidebar Search
Loading

Signing-in 3 seconds...

Signing-up 3 seconds...