Dynamics 365 Customer Service: from a customer's complaint or request to a closed case. c2r_start c2r_create c2r_respond c2r_gw_type c2r_request c2r_merge_claim c2r_gw_upheld c2r_explain c2r_merge_out c2r_resolve c2r_survey c2r_end c2r_check c2r_inspect c2r_sla c2r_escalate c2r_escalated c2r_review c2r_credit incident.caseorigincode: Phone, Email, Web Flow_c2r_start_c2r_create incident: ahn_casecategory, casetypecode, prioritycode; the SLA sets responseby and resolveby Flow_c2r_start_c2r_create Flow_c2r_create_c2r_respond incident.ahn_firstresponseon against responseby Flow_c2r_create_c2r_respond Flow_c2r_respond_c2r_gw_type Flow_c2r_respond_c2r_gw_type Flow_c2r_gw_type_c2r_request Flow_c2r_gw_type_c2r_check Flow_c2r_gw_type_c2r_inspect Flow_c2r_gw_type_c2r_review Mill certificate request, Delivery change request (casetypecode Request) Flow_c2r_gw_type_c2r_request Flow_c2r_request_c2r_merge_out Weight discrepancy, Late delivery: ahn_shipment weights and times Flow_c2r_gw_type_c2r_check Flow_c2r_check_c2r_merge_claim Quality / spec claim, Damaged or rusted material Flow_c2r_gw_type_c2r_inspect Flow_c2r_inspect_c2r_merge_claim incident.isescalated, escalatedon Flow_c2r_sla_c2r_escalate PT36H incident.isescalated Flow_c2r_sla_c2r_escalate Flow_c2r_escalate_c2r_escalated Flow_c2r_escalate_c2r_escalated Invoice dispute: invoice, ahn_shipment.ahn_podreceived Flow_c2r_gw_type_c2r_review Flow_c2r_review_c2r_merge_claim Flow_c2r_check_c2r_merge_claim Flow_c2r_inspect_c2r_merge_claim Flow_c2r_review_c2r_merge_claim Flow_c2r_merge_claim_c2r_gw_upheld Flow_c2r_merge_claim_c2r_gw_upheld Flow_c2r_gw_upheld_c2r_credit Flow_c2r_gw_upheld_c2r_explain incident.ahn_claimupheld, ahn_compensationamount Flow_c2r_gw_upheld_c2r_credit Flow_c2r_credit_c2r_merge_out Flow_c2r_gw_upheld_c2r_explain Flow_c2r_explain_c2r_merge_out Flow_c2r_credit_c2r_merge_out Flow_c2r_explain_c2r_merge_out Flow_c2r_request_c2r_merge_out Flow_c2r_merge_out_c2r_resolve incidentresolution.actualend against incident.resolveby Flow_c2r_merge_out_c2r_resolve Flow_c2r_resolve_c2r_survey incident.customersatisfactioncode (Customer Voice) Flow_c2r_resolve_c2r_survey Flow_c2r_survey_c2r_end Flow_c2r_survey_c2r_end SLA by priority: first response in 2, 4 or 8 hours; resolved in 2, 5 or 10 days