dynamics-crmdynamics-crm-onlinedynamics-crm-365-v9interactive-service-hub

Customer Service Hub business process flow issue on Case entity

I have been working with dynamics 365 v9.0 and I have been facing this issue on customer service hub application. In case entity, there is bpf called "phone to case process". In first stage there is one field called "Find Case". This field is displaying in browser view of case entity, but I am not able to see “Find Case” in customer service hub application.

I have also go through MSDN site and under ”Business processes” title the field is displaying under bpf stage. enter image description here

Below image is my environment’s image:

enter image description here

Does anybody help me for this issue?

Solution

  • It’s listed as a known issue under section Customer Service Hub app on Dynamics 365 for tablets and Dynamics 365 for phones. But maybe it’s affecting wider.

    Phone to case process:
    The Find Case option on the Identify stage isn't available for update for an existing case.