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Custom Business Process Flow for Cases + View/Dashboard Problems

  • 1.  Custom Business Process Flow for Cases + View/Dashboard Problems

    SILVER CONTRIBUTOR
    Posted Feb 27, 2019 09:49 PM
    Edited by Rosemarie Cordell Feb 28, 2019 12:45 PM
    I am using the latest version of D365 for Customer Engagement and have just started to configure cases in the Customer Service Hub for a very small number of CSRs. ​I have created two custom business process flows that apply to two specific (new) case types. Now that my process flows are active and my test user can progress cases using the new flows, I found that I cannot create a view or dashboard from my new business process stages or steps. If I attempt to add a process stage column in the "active cases" view, the OOTB process stages are the only options. I am not seeing my new processes stages at all. Has anyone found a resolution for this?

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    Rosemarie Cordell
    Business Analyst
    A-dec
    NEWBERG OR
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    #CustomerEngagement
    #Admin
    #CustomerService


  • 2.  RE: Custom Business Process Flow for Cases + View/Dashboard Problems

    SILVER CONTRIBUTOR
    Posted Mar 01, 2019 09:08 AM
    Hi Rosemarie,

    I think the issue that you are seeing has to do with the new way that bpfs are set up.  I've run into this with the Opportunity bpfs, we don't use them on cases but it should be the same.

    When you are building a view based on cases you can't pull information from the bpf as they are now separate entities.  If you created 2 new bpfs, you should actually seem them in the systems as 2 new entities.  Unfortunately I haven't found a way to easily report on multiple bpfs but you could create separate views for each of the new bpfs that you created and then would be able to pull the information in.  The only success that I've had is writing separate queries for each bpf and then pulling those into Power BI and from there I was able to combine them and then display them within CRM.

    thanks

    Eric

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    Eric Veneziano
    Sales System Analyst
    Minitab, Inc.
    State College PA
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  • 3.  RE: Custom Business Process Flow for Cases + View/Dashboard Problems

    SILVER CONTRIBUTOR
    Posted Mar 04, 2019 01:12 PM
    This is really helpful, Eric. Thank you!

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    Rosemarie Cordell
    Business Analyst
    A-dec
    NEWBERG OR
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