Configurable Case Resolution Page

Dynamics 365 Customer Service supports customization of the Case Resolution dialog box which helps managers identify recurring issues and proven resolution patterns to inform other incident responses.

The updates of case resolution main form dialog box provide customers with additional functionality to support case resolution entities and edit the dialog box. It provides a powerful construct to expand the case resolution entity to support business needs that enable users to add and remove fields instantly without writing a single line of code.

It is involved with four steps are as follows:

  • Step 1: Set permissions
  • Step 2: Enable customizable dialog
  • Step 3: Create status values
  • Step 4: Edit form

Step 1: Set permissions
Permissions must be set before you enable customizable dialog box on a form. Click on Settings > Security > Security Roles.


Click on Customer Service Representative.

You will be redirected to the page of Security Role: Customer Service Representative. Click on Custom Entities tab in which enable the Read radio button of entities - Environment Variable Definition and Environment Variable Value. Click on Save and Close.

Similarly, Click on CSR Manager.

You will be redirected to the page of Security Role: CSR Manager. Click on Custom Entities tab in which enable the Read radio button of entities - Environment Variable Definition and Environment Variable Value. Click on Save and Close.


Step 2: Enable customizable dialog

In the site map, Select Service Management > Service Configuration > Resolve case dialog drop-down list > Customizable dialog > Save.


Step 3: Status Values
To create status values in the form, must update them in two locations are as follows:

1. Case entity (status code)
2. Case Resolution entity (resolution status code)

1. Case entity - Consider an example of how you can use case resolution by resolving situations where you receive duplicate cases. Here, it shows how to set the resolution type to display cases that have the duplicate status.
Go to Settings > Customization > Customize the System.

Select Case Entity > Fields > Select the field (E.g. Status Reason) that you want to update.

You will be redirected to the window of Status Reason of Case. In the Status drop-down list, select status (E.g. Resolved) > Add.

Add List Value dialog box will appeared in which enter the input value of Duplicate in Label field. Click on OK.

You have successfully added a duplicate status to the status code field of Case entity.
2. Case Resolution entity - you need to add this duplicate as an option set to Resolution Type of Case Resolution entity.
In the solution explorer, Click on Entities > Case Resolution > Fields > Resolution Type.

You will be redirected to the window of Resolution Type of Case Resolution.  Under the Options section, select the Plus icon which enables Label and Value fields.
Enter input (E.g. Duplicate) in the Label field. In the Value field, ensure that the variable listed matches with the value in Case entity. Click on Save and Close.


Step 4: Edit form
Case Resolution form allows you to add or remove fields as per the needs of your business model. (E.g. You might remove the Billable Time field from the form, as your Case Resolutions do not track billable hours.)
In the solution explorer, Select Case Resolution entity > Forms. Click on Information form.

You will be redirected to the Case Resolution form in form designer. Select Billable Time > Remove.

The Billable Time field is removed. Select Save > Publish.

Here, the Billable Time field is not displayed in Case Resolution dialog box is as shown. In the Resolution Type drop-down list, select Duplicate. Click on Save & Close.

Case Status changes to Duplicate after the case resolution dialog box is closed.

If you need any further assistance, feel free to write us at SalesTeam@mtccrm.com