Scenario Overview

This scenario shows you how xCache can help you when you are working in multiple languages within Dynamics 365.

For this example we will assume your company has employees from UK, France and Spain. When a customer logs a support case, we want to set the subject of the automatic case creation email to be in the language of the System User handling the case.

For this we will create 3 xCache records for the following languages:

  • English
  • French
  • German

This example will use the Language Key field on an xCache record.

North52 Decision Suite

The BPA solution works like this,

  • We create 3 xCache records in CRM
  • Both have the same Category and Base Key, but different values for Language Key
  • For each xCache record we put the appropriate greeting into the Value field
  • The N52 formula then creates the Case response email and populates the subject based on the agents language setting

xCache Records

Language Selection on the xCache record


Configure the formula

The following set of steps will set this formula up for you:

  • Create a new formula of type Process Genie 
  • Set the Source Entity to Case
  • Copy and paste the formula below into the formula description field
  • Click Save and then test


           FindTemplateId('Case Auto Response', '1033'),
           [incident.incidentid], 'incident', 
           SetAttributePartyList('from', 'systemuser', WhoAmI()),  
           SetAttributePartyList('to', 'contact', [incident.customerid]),
           SetAttributeLookup('regardingobjectid', 'incident', [incident.incidentid]),
           SetAttribute('subject', StringFormat('{0} - {1}', 

Note 1 : 

The language key in the xCache record is used to select which record is returned based on the language of the system user.

In this example John's language is set to French, Patrick's to English and Bruce's to Spanish. 
The formula doesn't change, xCache makes the decision on which record to return.