Effective Case Resolution plays a key role in better customer service. Nowadays, service companies want to ensure that when a customer creates a case, it gets resolved only when customer gets what he has requested or the problem is actually rectified.

An easy way to ensure this, is by sharing a closure code with the customer when the case is created and agent to request it with the customer before closing the case. And, entering such a code should be mandatory to close the case.

When it comes to Dynamics 365,  one good this is that such a restriction while closing the case can be done through OOB configuration.

What we need to do?

  1. Enable Custom Dialog for Case Resolution by accessing Customer Service Hub> Service Management>Service Configuration> set Resolve Case Dialog -> Customizable Dialog

Without setting this, changes to ‘Case Resolution Entity form will not be effective’

2. Create a text field in the Case Resolution Entity [ Text or other desired field type] – I created a text field

3. Open the ‘Information’ form in the Case Resolution entity and added the newly created field on the form

I have also hidden the fields ‘Total Time’ and ‘Billable Time’ fields to test that too [ Whether hiding those fields would work or not? – It works].

4. Save & Publish the form

5. This is how the case closure page looks now and it works like a charm!

Hope this helps! Of-course, this is the first step towards this using the OOB configuration and can be improved by:

  1. Generate an OTP and send in SMS and Email to customer
  2. Store OTP in the case record
  3. During case closure, compare the OTP entered with the actual OTP and alert the agent if there is a mismatch!
  4. and more 🙂