Key insights

• Customizable Dialog: To customize the case resolution form in Dynamics 365 Customer Service, first enable the customizable dialog in the Customer Service admin center under Case Settings.


• Modify Case Resolution Form: Use Power Apps to modify the form by navigating to Tables > Case Resolution > Forms. Add fields like Billable Time and ensure Total Time is included for automatic calculations.


• Add Custom Values: Update both Case and Case Resolution Tables in Power Apps to add custom values. Ensure values match exactly between tables to prevent errors.


• Enhance Efficiency: Customizing the form aligns it with organizational processes, improving efficiency and data accuracy.

Customizing the Case Resolution Form in Dynamics 365 Customer Service

In a recent YouTube video by Heidi Neuhauser, an MVP in the Microsoft community, viewers are guided through the process of customizing the Case Resolution form in Dynamics 365 Customer Service. This customization allows organizations to tailor the case closure process to their specific needs, enhancing data capture and reporting. Below, we delve into the steps and considerations involved in this process.

Enabling the Customizable Dialog

The first step in customizing the Case Resolution form is to enable the customizable dialog. This is crucial as it sets the foundation for further modifications. To do this, navigate to the Customer Service admin center and access the Case Settings under Customer Support. From there, select 'Manage' for Other Settings. Within the Service Configuration Settings, locate the Resolve case dialog section and choose the Customizable dialog from the dropdown menu. Finally, click Save to apply these settings.

This step is essential because it opens up the possibility for further customization. By enabling the customizable dialog, organizations can ensure that their case resolution processes are more aligned with their operational needs. However, it is important to note that this step requires administrative access, which might not be available to all users.

Modifying the Case Resolution Form

Once the customizable dialog is enabled, the next step is to modify the Case Resolution form itself. This involves using Power Apps to access and edit the form. Begin by selecting your environment in Power Apps, then navigate to Tables > Case Resolution > Forms. Select the desired form to edit.

To enhance the form, you can add fields such as Billable Time by dragging them onto the form. It is important to ensure that the Total Time field is also present to automatically calculate the representative’s work duration. After making the necessary changes, click Save and then Publish to apply them.

Modifying the form allows organizations to capture more relevant data, improving both efficiency and accuracy. However, this process requires a good understanding of Power Apps, which might be a challenge for some users. Therefore, it is advisable to involve someone with experience in Power Apps to ensure that the modifications are done correctly.

Adding Custom Values to the Case Resolution Dialog

In addition to modifying the form, organizations can add custom values to the Case Resolution dialog. This involves updating both the Case Table and the Case Resolution Table in Power Apps. Start by going to Tables > Case > Columns, and selecting the relevant column, such as Status Reason. Click Edit, add a new choice under the appropriate status, and note the Value assigned. Save and publish the changes.

Next, update the Case Resolution Table by navigating to Tables > Case Resolution > Columns, and selecting the corresponding column, such as Resolution Type. Edit the column, add a new choice with the same Label and Value as in the Case table. Again, save and publish the changes.

It is crucial to ensure that the values in both the Case and Case Resolution tables match exactly to prevent errors. This step enhances the customization by allowing organizations to define specific resolution types that align with their processes. However, it requires careful attention to detail to avoid discrepancies between the tables.

Challenges and Considerations

While customizing the Case Resolution form offers numerous benefits, it also presents certain challenges. One of the main challenges is ensuring that all customizations align with the organization's existing processes and systems. This requires a thorough understanding of both the Dynamics 365 platform and the organization's operational needs.

Additionally, the customization process can be time-consuming, especially for organizations that are new to Dynamics 365. It may require training or hiring experts to ensure that the customizations are implemented correctly. Furthermore, organizations must consider the potential impact on existing workflows and ensure that any changes do not disrupt daily operations.

Despite these challenges, the benefits of customizing the Case Resolution form are significant. It allows organizations to capture more relevant data, improve reporting accuracy, and streamline their case resolution processes. By carefully considering the tradeoffs and challenges involved, organizations can successfully customize their Case Resolution forms to better meet their needs.

Conclusion

In conclusion, customizing the Case Resolution form in Dynamics 365 Customer Service is a valuable process that can greatly enhance an organization's case closure procedures. By enabling the customizable dialog, modifying the form, and adding custom values, organizations can tailor the form to better align with their specific requirements. While the process presents certain challenges, the benefits of improved data capture and reporting make it a worthwhile endeavor. As demonstrated in Heidi Neuhauser's YouTube video, with careful planning and execution, organizations can successfully customize their Case Resolution forms to enhance efficiency and accuracy.

Keywords

Dynamics 365, Customer Service, Case Resolution Form, Customize Dynamics 365, CRM Solutions, Microsoft Dynamics Tips, Case Management System, Dynamics 365 Features