You often hear the phrase that it’s the little things that make a big difference. In this post I’m going to show you how a simple calculated field showing the number of days it has taken to resolve a Case can help you to quickly identify trends and pinpoint areas for service improvement.
First of all let’s create the field. To do this go to your solution, navigate to the Case entity and select Add Field.
When you create a Case in Dynamics 365 the Case has a Created On date which is useful for determining how old a Case is. However, what I find more useful is using a simple out of the box tool called Calculated Fields to calculate and display the number of days a Case has been open. The reason I prefer this is it’s a nice simple, but meaningful, visual for Customer Service Representatives and Customer Service Managers. They can use this field to help them quickly hone in on those Cases that have maybe been open for a while and understand why they are still open.
To setup this calculation I need to create two new fields:
To create the fields I go to my solution and edit the Case entity.
