Etikett: Customer Service
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Manual triage is one of those small operational tasks that adds up quickly. An email comes in and a case is created. Someone opens the case, reads the email, decides whether it is a question, a problem, a request, or something else, and then updates the case categorization manually. That works when volumes are low.…
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When a case is created directly from a conversation in Dynamics 365, the Case Origin field (caseorigincode) doesn’t always reflect the channel the conversation came from. Instead, it defaults to Web. This is the expected system behaviour; if no default value is set in entity metadata when getting data from Channel Integration Framework, the system…