> For the complete documentation index, see [llms.txt](https://doc.duaer.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.duaer.com/guides/dynamics-365-customer-service-case-process.md).

# Dynamics 365 Customer Service case process: see where each case waits

Connect Dynamics 365 Customer Service to Duaer. It reads when each case was opened, first responded to and resolved, so you see where cases wait and for how long.
## What does Duaer read?

- Each case is a case: Opened, Responded (when the first response KPI succeeded) and Resolved, with the priority, origin and owner.
- The steps match the service ticket template; canceled cases are left out.

## How do you connect it to Duaer?

1. Register an application in Microsoft Entra and create a client secret.
2. In the Power Platform admin center, add an application user for the organization with this application and a security role that reads cases or opportunities.
3. In Duaer, create a Dynamics 365 Dataverse API credential with the organization host (such as acme.crm.dynamics.com), the tenant ID, the client ID and the client secret.
4. As an owner or admin, open Data sources, select Add source, choose Dynamics 365 Customer Service under Service ticket, choose the credential, select Check connection and confirm.

## How often does it read, and how much?

Each run reads the records changed since the last one; a first read starts two years back and finishes over several runs. A step is never written twice. Read only.

## What are the limits?

- The tables, entities and fields read follow the vendor's published documentation and are not yet checked against a real system; the first real read may need adjustments.
## Questions

### What if no first response SLA is set up?

Cases without a first response KPI get Opened and Resolved only.

## Related

- [Add a process source in Duaer](https://doc.duaer.com/build/process-sources.md)
- [See the process in your data and generate workflows in Duaer](https://doc.duaer.com/build/process.md)
- [Process findings and SOP conformance in Duaer](https://doc.duaer.com/build/process-findings.md)
- [ServiceNow ticket process: see where each incident and requested item waits](https://doc.duaer.com/guides/servicenow-ticket-process.md)
- [Zendesk ticket process: see where each ticket waits](https://doc.duaer.com/guides/zendesk-ticket-process.md)