Customize case management
Dynamics 365 Customer Service includes several items in case management where you can customize the functionality. These items are documented customizations that you can make on Dynamics 365 Customer Service to change how the Customer Service apps behave.
The following list contains some of the supported customizations for Dynamics 365 Customer Service.
Remove validation on contact and customer for cases in Customer Service - By default, when you are creating a case, you need to associate the contact with the selected account. In some scenarios, you might want the contact on the case not to be restricted to contacts that are linked to the account. You can set the msdyn_IncidentShouldValidatePrimaryContact environment variable to 0 to allow any contact to be selected.
Allow updates for resolved and canceled cases - You can allow the information on the case to be updated after the case has been resolved. For example, for General Data Protection Regulation compliance, you will need to remove certain data from your case records. You can change this setting by selecting Service Management > Service Terms > Service Configuration Settings.
Modify the case resolution dialog - You can replace the standard resolve case dialog with a customizable dialog or the Quick create form. Then, you can customize the case resolution dialog to suit your business needs. For example, you can modify the dialog to add fields like Resolution type or remove fields like Billable Time, if they don't apply to your business scenarios. You can change this setting by going to Service Management > Service Terms > Service Configuration Settings.
Add a timer in forms to track time against SLAs - A timer helps users gauge the amount of time that they have to complete a key performance indicator (KPI) that is typically associated with a service level agreement (SLA). You can add the timer control to forms where you have a date field, such as a target that you have to meet.
Enable search control for subjects in custom forms - The search control for subjects provides intuitive and fast search results; the search term is highlighted in the results, and it allows for you to remove the search string with a single click.
Add the Knowledge Base Search control to forms - You can add the Knowledge Base Search control to forms to simplify an employee's task of finding knowledge articles so that they can answer common customer questions and resolve their issues directly from the records without switching to a different application. This control is on the Case form by default, but you can add to other forms as required.
Add a skill control for routed records - You can add the skill control to forms so that users can view the skills that are used to route the record.
For more information, see the Customer Service documentation.