Create and manage subjects in a subject tree

Dynamics 365 Customer Service includes a subject organizational structure that lets you group service cases and knowledge base articles. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer.

The search control for the subject tree entity is available by default for out-of-the-box and custom forms. If you'd like to disable the search control, contact Microsoft support.

Note

The availability of search control by default is an early access feature. You can opt in early to enable these features in your environment, which will allow you to test these features and then adopt them across your environments. For information about how to enable these features, see Opt in to early access updates.

Create or edit a subject

Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

You can create or edit a subject in the Customer Service admin center app.

  1. In the site map, select Case Settings in Customer Support. The Case Settings page appears.

  2. In the Subjects section, select Manage.

  3. On the Subject tree page, in the Subject tree management area, select Add.

  4. In the Create a subject dialog, enter the following information:

    • Title: Type a name for the subject.

    • Parent subject: Search for and select a parent subject. Leave it blank if you want the new subject to be a parent subject.

    • Description: Type a descriptive statement about the subject.

    • Switch on the Visibility toggle if you want the subject to be available for the agent.

    Create a subject.

  5. Select Save and close.

  6. To edit a subject, select a subject, and then select Edit. You can also select More commands to display the actions, such as Edit or Add, that you can take for the selected subject.

    Note

    If you select a subject in the subject tree and select Add, clear the selection in the Parent subject box to make it a parent subject. Otherwise, the new subject will be added as a child of selected subject.

Delete a subject

To delete a subject from the subject tree, select the subject and select Delete.

Manage the subject tree

The following options are available for subjects:

  • Users can only select subjects without children in the subject tree: Switch on the toggle. At runtime, users are able to select only those subjects that don't have child subjects. This setting allows administrators to make sure that agents select only specific subjects.

  • Show hidden subjects in the subject tree below: Set the toggle to Show. In the subject tree, the subjects that are marked as hidden are displayed with the hidden icon. This setting allows administrators to preview the runtime functionality of the visibility of subjects to agents.

  • Search: Use the search option to search for a subject by name and perform the different actions that are allowed for the subject. The subject that you search fo is highlighted and displayed in the subject tree. This setting allows you to easily locate the subject and child subjects instead of manually scrolling through the subject list.

    Subject management at a glance.

You can select Open old subject management page to use the older experience. However, to revert to the new experience, you need to navigate to Subjects from the site map.

Note

We recommend that you create not more than 1,000 subjects including child subjects to avoid performance issues.

See also

Overview of case management
Enable search control for the subject entity