Create a new case when customer responds to a closed case after X days – OOB configuration

Often there is a requirement in Case Management to create a new case when the case associated with the activity is resolved since X days. With the latest release of Dynamics 365 CE, this setting is available as an OOB configuration within Record creation rule. To enable this setting, navigate to Settings>Service Management>Automatic Record Creation…

Mandatory ‘Case Closure Code’ on the Case Resolution page – OOB way

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…