Modify the case resolution dialog

Article
01/10/2024

You can customize the case resolution dialog to suit your business needs. You can also create case resolution rules by adding custom status values.

Prerequisites

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

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

If you have custom security roles, you must update the roles to use the modified case resolution dialog.

Manage case resolution dialog settings

You can set the case resolution dialog that agents see when they resolve the case. By default, the field is set to Standard dialog. Perform the following steps to set the resolve case dialog to a customizable case resolution dialog. This enables you to modify the case resolution dialog to add or remove fields and values.

Navigate to one of the following apps:
- Customer Service admin center
- Customer Service Hub - Service Management (deprecated)
1. In the site map, select Case Settings in Customer Support. The Case Settings page appears.
2. Select Manage for Other Settings.
Important

The Service Management area in Customer Service Hub is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.
- 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 custom case resolution dialog

You can modify the custom case resolution dialog to add and remove a field.

For example, you must add the Billable Time field to the case resolution dialog.

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 field is added to Case resolution dialog.

In Power Apps, select your environment.
Select Tables > Case Resolution > Forms and select the required form.
Add the Billable Time field to the form.
Select Save and publish.

To remove the Billable Time field, perform the steps in the delete columns on a form.

Add custom values to the custom case resolution dialog

You can add a custom value to the custom case resolution dialog. You must perform the following steps to add a custom value to the case resolution dialog:

Add a custom value to the required field in the Case table.
Update the required field in the Case Resolution table with the same custom value.

For example, your organization receives similar cases. You can add a case resolution rule for cases that are similar to a previously resolved case. Agents can then resolve them by marking them as duplicate cases. To add a case resolution rule, perform the steps in the following sections.

Update the case table

In Power Apps, select your environment.
Select Tables > Case > Columns and then select the required column. For our example, select Status Reason.
Select Edit.
On the Edit column pane for Status Reason, select the required status and then add a new choice. For this example, you can select Resolved and then specify Duplicate in the choice. Copy the value in the Value field.
Select Save and then publish the changes.

Update the case resolution table

In Power Apps, select your environment.
Select Tables > Case Resolution > Columns and then select the required column. For example, select Resolution Type.
Select Edit.
On the Edit column pane for Resolution Type, in Choices add a new choice. In this example, you can specify Duplicate as the label and paste the copied value from the update the case table section to the Value field.
Select Save and then publish the changes.

Important

If you change the value in Case, be sure to update the value in Case Resolution 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've specified won't be displayed.

In our example, once you've added the custom value, agents see the Duplicate option in the Resolution Type dropdown of the New Case Resolution dialog when they resolve a case. Agents can select this value and mark the case as a duplicate.

Screenshot displaying the duplicate custom value