Obtaining Time Spent Hours on Cases for an Entitlement (Dynamics 365 Customer Service)

In this post, the author shares their experience of using Dynamics 365 Customer Engagement as their internal CRM system and how they faced challenges in obtaining time spent hours for cases involving entitlements. They explain how they track the number of hours expended on each case and how they use built-in Entitlements and SLAs within Dynamics 365 to manage and respond quickly to customers' needs.

The author highlights the difficulty faced in generating information on scenarios where the system has broken as it is not deducted from the Entitlement and provides an effective solution by leveraging FetchXML to construct a query that generates the information required for both scenarios with a clear flag field.

The post delves deeper into the solution and provides insights into the use of various attributes and tables for reporting purposes. Finally, the author concludes by highlighting the functionality and versatility of Dynamics 365 Customer Service application and how such solutions can be tailored made to address various business requirements.