For a routing rule to evaluate fields from a related record (like the Account’s ‘Support Plan’), it must run ‘On Create or Update’. A rule set to ‘On Create’ only evaluates the case record itself at the exact moment of creation, before the related account data is fully associated in the context of the rule evaluation. Changing it to ‘On Create or Update’ ensures the rule can assess the relationship.

The Modern Approvals feature is built specifically for managing multi-person, sequential or parallel approval processes directly within Dynamics 365 Customer Service. It provides an out-of-the-box framework for creating approval hierarchies, tracking status, and managing approvals in a unified interface, making it the most suitable foundation for this business need.

For a customer to see and use an entitlement on the portal, they must be explicitly added as a contact in the ‘Contacts’ subgrid of the entitlement record. An active entitlement associated only with an account will not be visible to individual contacts unless they are listed there. This is a common oversight in configuration.

The ‘Enable for Availability Search’ setting on a resource (like a user or facility) determines whether their working hours are considered during automatic scheduling. If this is turned off, the scheduling engine will treat the resource as available 24/7, leading to bookings outside their actual working hours, regardless of how their calendar is configured.

A subgrid on a form can be filtered using FetchXML. To show only cases where the current contact is the primary contact of the related account, you need a filter on the case’s ‘primarycontactid’ field (which links to the account’s primary contact), not just the standard ‘contact’ field. This provides a precise, real-time view directly on the form.

For the warning time to be calculated and displayed, the ‘Warn After’ duration must be less than the ‘Succeed After’ (failure) duration. If ‘Warn After’ is set to 8 hours and ‘Succeed After’ is set to 4 hours, the failure time will arrive before the warning time is ever calculated, so no warning time will appear on the timeline or form.

The ‘Business Process Flow’ entity (specifically, the `ProcessSession` and related `ProcessStage` records) is designed to track the start and end timestamps for each stage a record moves through. This is the most direct and reliable source for analyzing stage duration within a BPF, as it’s maintained automatically by the platform.

The Schedule Board is a core component of Universal Resource Scheduling (URS). Even with the correct security role, a user must have a license that includes URS capabilities (often part of a Field Service or specific Customer Service Enterprise plan) for the Schedule Board tab and its functionality to be available in the sitemap.

Power Automate cloud flows are ideal for time-delayed, conditional logic that spans multiple entities. You can create a flow triggered ‘When a record is updated’ (when case status changes to resolved), add a condition to check the survey score, and then use a ‘Delay until’ or ‘Recurrence’ action to wait 2 days before creating the follow-up task. This provides more flexibility and scheduling power than real-time workflows.

For a routing rule to evaluate fields from a related record (like the Account’s ‘Support Plan’), it must run ‘On Create or Update’. A rule set to ‘On Create’ only evaluates the case record itself at the exact moment of creation, before the related account data is fully associated in the context of the rule evaluation. Changing it to ‘On Create or Update’ ensures the rule can assess the relationship.0