Configurable case resolution page
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
|End users, automatically
|Feb 3, 2020
|Apr 1, 2020
When resolving a case, businesses often need to capture additional details that help characterize the case and resolution approach taken, helping drive trend reports and service analytics. By supporting customization of the Case Resolution dialog box, Dynamics 365 Customer Service helps managers identify recurring issues and proven resolution patterns to inform other incident responses.
With this release, administrators can:
- Add fields such as resolution type in the form/dialog box for case resolution.
- Introduce new client-side business validations or remove existing ones.
- Customize the case resolution entity (generally available on April 1, 2020).
- Choose between the non-customizable modal dialog experience (default setting) and the customizable form experience.