Question

You are a Dynamics 365 Customer Service administrator. You need to add a new status reason to the case entity. What are two possible ways to accomplish the goal?

Answer 1

To add a new status reason to the case entity in Dynamics 365 Customer Service, an administrator can either edit the Status Reason field in the entity directly or use workflows/business rules to define conditions for the new status automatically.

Step-by-step explanation:

As a Dynamics 365 Customer Service administrator, to add a new status reason to the case entity, you can either modify the status reason field directly in the case entity or use workflows/business rules to add a new status reason based on certain conditions.

Two possible ways to add a new status reason:

Edit the Status Reason field by going to the Power Platform admin center, select your environment, go to the solution where your case entity is located, and add a new status reason in the Status Reason field within the Fields section.

Use workflows or business rules to create a new status reason that automatically applies when certain conditions are met. For instance, by setting up a workflow that triggers when a specific attribute of the case changes to a particular value and then uses this trigger to add a status reason.

Remember, when adding a new status reason, it's important to ensure that it aligns with your overall case management process and that you publish all changes before they take effect.