Modify the case resolution dialog

Article
11/23/2023

You can customize the case resolution dialog to suit your business needs. You can modify the dialog to add fields like Resolution type or remove fields like Billable Time, if they don't apply to your business scenarios. You can also create case resolution rules by adding custom status values. The following sections discuss the permissions you'll need to modify the case resolution dialog and how to enable the option to customize dialogs in Customer Service Hub. You'll also learn to customize the case resolution dialog and add custom case resolution rules using examples.

Note

The option to customize the case resolution dialog is also available in Dynamics 365 Customer Engagement (on-premises) 9.1. More information: New features in Dynamics 365 Customer Engagement (on-premises)

Check permissions

Make sure that the CSR Manager and Customer Service Representative security roles have the following permissions set for Environment Variable Definition:

Customer Service Manager: Create, Read, and Write
Customer Service Representative: Read

If you've created custom security roles, you'll need to update the roles to use the modified case resolution dialog.

Customize dialogs

By default, the style of the Resolve case dialog is set to standard dialog. You can, however, change the style to Customizable dialog so that you can add custom fields and values.

To enable the Customizable dialog option

In Dynamics 365, go to one of the apps, and perform the following steps.
- Customer Service admin center
- Customer Service Hub
1. In the site map, select Case Settings in Customer Support. The Case Settings page appears.
2. Select Manage for Other Settings.
- In the Service Management site map, select Service Configuration Settings in Service Terms.
On the Service Configuration Settings page, scroll to the Resolve case dialog section, and then select Customizable dialog from the dropdown list.
Select Save.

Add or remove fields from the case resolution dialog

You can modify the case resolution dialog and remove a field so that it no longer appears at runtime for the user.

As an example, let's see how to remove the Billable Time field from the Information form.

Note

Ensure that the Total Time field is added to the case resolution dialog, for the Billable Time field to display the amount of time an agent worked on a case automatically.
Case resolution isn't supported if Regarding is added to Case resolution dialog.

In the solution explorer under Components, expand Entities, select Case Resolution, and then select Forms.
Open the form you want to edit. For this example, let's select the Information form. The form opens in the form designer.
In the form designer, do the following actions:
1. Select Billable Time.
2. On the command bar, select Remove.
Select Save, and then select Publish.

When the customer service representatives try to resolve a case, the case resolution dialog won't display the field that you removed.

Add custom values to the case resolution dialog

Let's understand how to add custom status values to the case resolution dialog with an example. Say, for example, you receive many similar business cases and you want to improve agent productivity and reduce case resolution time. You can add a case resolution rule where any case that's similar to a previously resolved case can be resolved by marking it as a "duplicate case".

Update the Case entity to add a new Resolved status type and assign a Duplicate custom value to it.
Update the resolution type of the Case Resolution entity with the same custom value to ensure that all duplicate cases are assigned the same resolution type.

Important

If you change the value in Case entity, be sure to update the value in Case Resolution entity so they match. If the values don't match, an error might occur. If the values don't match in the customizable dialog, the values that you specified won't be displayed.

Update the case entity

In Dynamics 365, go to Advanced Settings, select Customizations, and then select Customize the System.

If using Power Apps, go to Settings, and under Power Apps, select Advanced Settings, then select Customizations and Customize the System.
In the site map of the page that appears, under Components, expand Entities, select Case, and then select Fields.
On the page that appears, select the field you want to update. For this example, let's select statuscode in the Name column.
Double-click to select the statuscode field. The General tab of Status Reason of Case is displayed.
In the Status dropdown list in the Type section, select a status. For this example, let's select Resolved and then select Add. The Add List Value dialog is displayed.
In the Label field, enter Duplicate and note down the value listed in the Value field.
Select OK.
If you've preconfigured status reason transitions, select Edit Status Reason Transitions to set up new status reasons. For more information, see: Define status reason transitions.
Select Save and Close. You've successfully added a custom status type and status value to the case entity.

Update the case resolution entity

In the solution explorer under Components, expand Entities, select Case Resolution, and then select Fields.
On the page that appears, select the field that you want to update. For this example, let's select resolutiontypecode in the Name column.
Double-click to select the resolutiontypecode field. The General tab of Resolution Type of Case Resolution is displayed.
In the Options section, select the plus sign to add a new item to the Label and Value fields.
In the Label field, enter a value name; Duplicate in our example. In the Value field, enter the corresponding value you noted earlier in the case entity statuscode field.
Select Save and Close.

Continuing with the same example, let's now see how to use the Duplicate custom status value in case resolution, so that duplicate cases are automatically marked as resolved.

Automatically resolve duplicate cases

Now, let's see how to use the Duplicate custom status value in case resolution, so that duplicate cases are automatically marked as resolved.

In Customer Service workspace, open a case that you recognize as similar or duplicate of a previously resolved case. The Summary page with the case details opens. If you're using Customer Service Hub, in the site map, go to Service, select Cases, and select a case.
To resolve the case, select Resolve Case on the command bar.
In the New Case Resolution dialog that opens, do the following:
1. In the Resolution Type dropdown list, select Duplicate.
2. In the Resolution field, add case resolution notes.
Select Save and Close.

The case is automatically marked as resolved and you'll see the resolved status for the case displayed on top of the case title.