Configurable case resolution page
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
|Enabled for||Public preview||Early access||General availability|
|End users, automatically||-||Feb 3, 2020||Apr 2020|
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.
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.
- Choose between the non-customizable modal dialog experience (default setting) and the customizable form experience.