Enable case grids

Article
11/23/2023

Increase your agent's productivity by providing quick access to information, such as the last customer interaction, case age, and the next SLA breach, with modernized case grids. The modern UI presents data in an intuitive manner that helps you and your agents perform inline edits and quick operations with minimal clicks, thereby facilitating decision-making.

Key features

The following are some of the key features of the modernized case grids:

A view called Enhanced Active Cases, which includes a set of predefined columns where you can:
- View icons for Priority and the Origin channel.
- View avatars for the assigned Owner.
- View key data, such as Case Age, Next SLA, and Last Interaction with attachments.
The ability to perform inline edits and update data for columns. For example, you can double-click the Priority column to change the priority of the case or set the toggle to Yes or No in the Is Escalated column. The updated data is automatically saved only when you move to the next row. Currently, inline editing for the Status reason column isn't supported.
The ability to use quick navigation to respond to the latest interaction.

Enable the grid control for the Case entity

To make the Enhanced Active Cases view accessible to agents, you must enable the Power Apps grid control option on the Power Apps portal.

Go to the https://make.powerapps.com. portal.
Select Solutions. The Solutions page appears.
On the Solutions page, select Default Solution.
On the left pane on the Default Solution page, select Tables, and then select Case.
Select Switch to classic.
On the Case page, in the Controls section, select Add Control.
In the Add Control dialog, select Power Apps grid control > Add.
On the Controls tab, do the following:
1. In the Controls section, for Power Apps grid control, select Web, Phone, and Tablet radio button/options.
2. In the Property section in the Customizer Control field, select Edit. The Configure property “Customizer Control Name” dialog appears.
3. In the Configure property “Customizer Control Name” dialog, select Bind to a static value option. For Singleline.Text, select MscrmControls.CustomCellControl.CustomCellControl, and then select OK.
4. To enable inline editing, do the following:
5. In the Property section in Enable editing, select Edit. The Configure property Enable Editing dialog appears.
6. In the Configure property Enable Editing dialog, select Bind to static options, select Yes from the dropdown list, and then select OK.
7. Set Enable OptionSet colors to Yes to display color coded case status fields.
Note

Any changes made by Microsoft to the default color palette won't be available automatically if you've customized the colors that appear on the case status field.
Select Save, and then select Publish.

Note

New columns that have been introduced as part of a solution will be available in the environment, after the solution is installed. The user's experience of these columns will depend on whether the modernized grids have been enabled.

Enable the Enhanced Active Cases view in Customer Service workspace

To make the Enhanced Active Cases view accessible to agents in Customer Service workspace:

Go to your environment by using your organization link.
In the Customer Service Workspace Model Driven App, from the list of apps, select More Options, and then select Open in App Designer.
Go to Components > Entity Assets > Views, and then select the Case entity.
On the Components tab, search for Enhanced Active Cases view, and then select the checkbox.
Select Save, and then select Publish.

Customize the case grid

Add columns to the case grid

Go to the https://make.powerapps.com portal.
Select Solutions. The Solutions page appears.
On the Solutions page, select Default Solution.
On the left pane on the Default Solution page, select Tables, and then select Case.
On the Case page, select Views.
Select the case type that you want to update, for example, All Cases.
On the View page, select + View column.
In the View column dialog, search for the column that you want to add—for example, the Last Interaction column. The Last Interaction column now appears on the View page.
Select Save, and then select Publish.

Add new icons for Origin and Priority Columns

In the following example, you add a new Option Set Value for the Priority and Origin column.

Go to https://make.powerapps.com portal.
Select Solutions.
Select the solution in which you want to add the web resource.
Select New > More > Web resource.
In the New web resource dialog, enter the following:
1. Upload your file by selecting the Upload file option.
2. In the Display name field, enter a display name.
3. In the Name field, enter the name in the format: Incident/Priority/{Option Set Value}PriorityIcon.{File Extension} or Incident/Origin/{Option Set Value}OriginIcon.{File Extension}. For example, Incident/Priority/100000000PriorityIcon.png.
Select Save.