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I'm trying to see if it is possible to create custom CASE types based on requests that we get in from our Clients. For example, I would like to create a Case type called "Reporting Request" so that if a customer emails us to request a report we could open a case from the email using the Dynamics 365 connector for Outlook, then assigned to the appropriate account manager based on the Client name... or establish routing based on keywords to auto-assign. And with that, establish SLAs to monitor response times and resolution.
The easiest approach is to create an optionset of all the possible types and create a field on the case entity that references this options set. This way, you can select the proper type of the case based on your needs.
There is already a field called casetypecode which is an optionset field. You can customize that and add one more options as per your requirements.
You can refer this basic guidelines on customizing/editing values.
Hope this helps.
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