CaseFusionPro

Customer support case management for small teams, running entirely inside your own Microsoft Dataverse environment. Published on Microsoft AppSource by Pleasant Innovations LLC.

What it does

  • Cases, customers, SLA

    Log cases against customers, pick a priority and an SLA policy, track status from New to Resolved with a full audit log per case.

  • Escalations and feedback

    Raise escalations to a named person, close them with a resolution, and record customer feedback with a rating.

  • Notifications

    Assignments, status changes and escalations notify the people involved — as a push notification in Power Apps Mobile and/or an e-mail, per person.

  • Roles and reporting

    Admin, Manager and Agent roles, a dashboard with KPIs and charts, and reports by status, priority and resolution.

Help

The customer manual covers installation, first run, every screen, administration and troubleshooting.

Download the manual (PDF)

Installing in four steps

  1. Get the package from Microsoft AppSource (or from us) and import the managed solution into a Dataverse environment.
  2. On the import’s Connections step pick a Power Apps Notification V2 connection (create one there if the list is empty).
  3. Share the app with your team and give every user the Basic User and CaseFusionPro User security roles.
  4. Open the app once: the Get Started page makes you the administrator and loads the starter data.

Requirements

A Power Platform environment with Dataverse, a Power Apps licence (per user or per app) for every user, and someone with System Administrator on the environment for the import. Phone notifications need Power Apps Mobile on the phone; e-mail notices are sent through the user's own Microsoft 365 Outlook.

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CaseFusionPro is published by Pleasant Innovations LLC. Microsoft, Power Apps, Dataverse and AppSource are trademarks of Microsoft Corporation.