Configurable case resolution page

Enabled for Public preview Early access General availability
End users, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020

Business value

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.

Feature details

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.

See also

Modify case resolution dialog box (docs)