How to Customize the Case Resolution Form in Dynamics 365 Customer Service
In this video, UG Expert Heidi Neuhauser explains how to customize the case resolution form in Dynamics 365 Customer Service.
Key Takeaways
- Customize case dialog: Starting in the Customer Service Admin Center, navigate to Case settings on the left menu, and click Manage under Other settings. Scroll down to the Resolve case dialog, change it to Customizable dialog, and click Save.
- Edit objects: Next, head to make.powerapps.com. In a solution file, add the existing table called Case resolution, click Next, then Edit objects. Add the main form to the solution file.
- Customize the form: You can start configuring the form by adding a new column, which Heidi calls “Billable time,” that captures the amount of billable time on a specific case. Save the column and add it to the case closed dialog.
- Save and publish the form in D365: Once you’ve edited your form, open the form and hide the required resolution type field since it can’t be deleted. Add the billable time and total time fields, lock the total time field, and save and publish the changes.
- Relevant data: Finally, toggle to the front end, open the case, and click Resolve case to see the new fields. Enter the necessary information, save and close, providing your organization with relevant data.
