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Enhanced Case experience Full case form Dynamics 365 Customer Service

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#agentproductivity

#casesettings

#customerserviceadmincenter

#customerserviceworkspaceapp

#enhancecaseexperience

Dynamics 365 Customer Service

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May 27, 2023

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AI Summary

  • The article discusses the new feature called "Enhanced Case Experience" which is currently available only for the Customer Service Workspace app.
  • To enable the feature, users need to navigate to the Customer Service Admin Center and go to Customer Support > Case Settings > Enhanced case experience (Manage).
  • The article mentions that the Full case form experience has been enabled.
  • The new Full Case form includes several new components such as Grid Control, Attachment Control, Priority and Case Status options, Due Activities Control, Queue Control, and Notes Control.
  • The Grid Control component displays associated knowledge articles, similar cases, merged cases, and child cases.
  • The Attachment Control component allows users to directly upload attachments and shows all attachments associated with the case record.
  • The Due Activities Control shows activities that are due today or overdue.
  • The Queue Control displays details of the Queue the record belongs to along with the Worked By field.
  • The Notes Control allows users to take notes before saving a new record and includes a section for Customer Details based on the selected customer in the case, as well as recent cases created.

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