Improve agent productivity with modernized case grids
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Jul 31, 2022 |
- |
Jul 1, 2023 |
Business value
Customer Service agents must ensure that they resolve the cases efficiently and meet their key KPIs. With this feature, they can view the key KPIs like SLAs and Case Age on the case grid, perform inline edits without navigating to the case form, visualize information like priority and origin with their icons, and navigate to the latest interaction for the case in a single step.
Feature details
The improvements to the case grid enable you to perform the following actions:
- Visualize information like priority and the origin channel with their icons and agents assigned to the cases with their avatars.
- View key KPIs, such as case age, next SLA breach, and latest activity to make faster decisions.
- Perform inline edits and use quick navigation to respond to the latest communication.
For more information about this feature, go to Manage cases with case grid.
See also
Manage cases with case grids (docs)