Tutorials

The tutorials on this page form one learning path. Over seven parts you build a complete case management solution for a customer service desk, the way you would on a real project: you start with settings and rules, add automation and a business process, open the logic to a portal and an AI assistant, and finally deploy it to a test environment.

If you have never used Logic Fabric before, do the Quickstart first. It takes about 30 minutes and introduces the basic building blocks on a smaller example.

What you build

Contoso’s service desk wants every new case checked, routed and tracked against a response SLA:

• New cases are validated before they are saved, so agents cannot log a case without a title, a type or a usable description.
• Each case gets a response due date calculated in working days from its priority. The number of days is a setting that the business can change.
• A new case is assigned to the triage team, and the team is notified by email in the user’s language.
• A business process tracks triage. High-priority cases get a technical review and a customer impact review in parallel. If triage is not done by the due date, the case escalates to the support supervisors.
• A customer portal reads a case summary through a Logic API, and an AI assistant can answer “What’s the SLA for this case?” (Dataverse only).
• The whole project is deployed to test with the Logic Fabric CLI, with settings that differ per environment.

Part	You build	Time
1	Project, configuration values, localized resources	15 minutes
2	Validation set and SLA formula	25 minutes
3	Logic flow that assigns and notifies	30 minutes
4	Recipe on the Case table	15 minutes
5	Business process with gateways and an escalation	45 minutes
6	Logic API endpoint and MCP tool	30 minutes
7	Export, data mapping and import	30 minutes

Who it is for

Designers and functional consultants who configure Logic Fabric. You should know your way around a model-driven app and the Dataverse basics: tables, columns, choices, lookups and teams. You do not need to write code.

Before you begin

• A development environment with Logic Fabric installed, including Logic Composer and Process Orchestrator with their tools solutions. See Installation.
• The Flowon Customizer and Process Designer security roles assigned to you.
• An unmanaged solution for your customizations, for example ContosoService.
• Four owner teams with members who have email addresses: Service Triage, Tier 2 Support, Service Managers and Support Supervisors. Give each team a default queue, so the team tasks in part 5 appear in a queue.
• The environment can send email.

Parts 6 and 7 have extra prerequisites, such as Logic API, Logic Conductor and the Logic Fabric CLI. Each part lists what it needs.

Use a development environment

Several steps run logic for real: they assign cases, send email and start processes. Do the tutorials in a development or sandbox environment, never in production.

Build a case management solution

1. Set up the projectCreate the project, the SLA and escalation settings, and translated messages.2. Validate and calculateCheck new cases with a validation set and calculate the response due date.3. Automate with a logic flowAssign the case, notify the triage team and handle email failures.4. Wire it with a recipeRun the validation and the flow whenever a case is created.5. Orchestrate the escalationTrack triage, review high-priority cases in parallel and escalate overdue work.6. Expose itServe a case summary to a portal and answer SLA questions in an AI assistant.7. DeployExport the project, map settings per environment and import it into test.