{"id":23361,"date":"2020-04-15T11:09:33","date_gmt":"2020-04-15T11:09:33","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=23361"},"modified":"2022-09-02T16:31:36","modified_gmt":"2022-09-02T11:01:36","slug":"customize-case-resolution-form-in-dynamics-365-crm-as-per-2020-wave-1","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2020\/04\/customize-case-resolution-form-in-dynamics-365-crm-as-per-2020-wave-1\/","title":{"rendered":"Ability to customize Case Resolution Form now available with 2020 Release Wave 1"},"content":{"rendered":"

With every release Microsoft brings some new features and it is the same case in this 2020 wave 1 release. In this 2020 wave 1 release, Microsoft has given us the ability to Customize Case Resolution FORM. Earlier, it was not feasible with OOB field required level properties or Business Rules to customize case resolution form or make \u2018Remarks\u2019 field mandatory on the case resolution form. So, we had to write a custom plugin which triggers on submission of Case Resolution form and applies field\u2019s validation. And if the field doesn\u2019t contain data then it stops submitting case resolution and shows message to user from plugin to enter required data. Now, this was some lengthy process as compared to customization of other entities. So, now with this customized Case Resolution Dialog, it saves time & effort of Custom plugins and simply allows us to use Business Rule which applies simple field required\/mandatory level action with native business rules functions.
\nNow we can simply modify the Case Resolution entity FORMs by Form Customizer from https:\/\/make.powerapps.com<\/a>.<\/p>\n

\"Customize<\/p>\n

Moreover, you can see in the above screenshot, there are two types of forms – one is Main Form and another one is Quick Create FORM. Here we can open any one of the FORM on the click of the \u2018Resolve Case\u2019 button.<\/p>\n

To implement this, we need to enable required dialog to be opened on click of the Case Resolve button.<\/p>\n

Go to Customer Service Hub>>Service Management>>Service Configuration:<\/p>\n

\"Customize<\/p>\n

Now, let\u2019s have a brief look into the three Dialogs.<\/p>\n

Standard Dialog<\/strong><\/h2>\n

This option allows us to only open existing default case resolution dialog without having any modification. And even if you modified existing default form (Main FORM) it won\u2019t show customized form.<\/p>\n

Below screen shot shows default form without modification:<\/p>\n

\"Customize<\/p>\n

Customizable Dialog<\/strong><\/h2>\n

This allows us to open customized form of default case resolution form (Main FORM) on click of Case Resolve button. As you can see in the below screenshot, we have added (Priority) field on the default existing case resolution form and written business rule i.e. if Priority = High then make Remarks field mandatory. And, if required it also allows us to write JavaScript functions.<\/p>\n

\"Customize<\/p>\n

Quick Create Dialog<\/strong><\/h2>\n

This allows us to open Quick Create Form instead of opening existing default case resolution dialog as this FORM will work as same as our OOB quick create form of other entities.<\/p>\n

You can see in the Case Resolution entity, there is an OOB Quick Create FORM. Below screen is shot from https:\/\/make.powerapps.com<\/a><\/p>\n

\"Customize<\/p>\n

So, if you wanted to \u00a0use this form make sure to add this form in your Model Driven app, otherwise this form won\u2019t appear in you app on click of Resolve Case.<\/p>\n

\"Customize<\/p>\n

So, after enabling dialogs, it will open corresponding dialog on click of Resolve Case button.<\/p>\n

Note:<\/strong> We cannot create Custom new FORMS in this Case Resolution entity.<\/p><\/blockquote>\n

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Maplytics<\/a> is a 5-star rated, preferred business app on the Microsoft AppSource<\/a> that is Certified for Microsoft Dynamics 365 (CfMD) and comes with powerful features like Appointment Planning, Sales Routing, Territory Management, Heat Maps, Geo-analytical Dashboards and more that empower organizations to add more value to their CRM data, improve sales & service processes, and achieve high ROI.<\/em><\/p>\n

Get your free trial<\/a> from our Website or Microsoft AppSource<\/a>!<\/em><\/p>\n

‘If data is the new oil, location intelligence is ??\u201d<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

With every release Microsoft brings some new features and it is the same case in this 2020 wave 1 release. In this 2020 wave 1 release, Microsoft has given us the ability to Customize Case Resolution FORM. Earlier, it was not feasible with OOB field required level properties or Business Rules to customize case resolution\u2026 Read More »<\/a><\/span><\/p>\n","protected":false},"author":13,"featured_media":23717,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[13,18,19,1920],"tags":[],"class_list":["post-23361","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customizations","category-dynamics-365-v9-2","category-dynamics-crm","category-microsoft-wave-2"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/23361","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/comments?post=23361"}],"version-history":[{"count":0,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/23361\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media\/23717"}],"wp:attachment":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media?parent=23361"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/categories?post=23361"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/tags?post=23361"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}