Check out the latest Sales updates!Learn about the key capabilities and features of Dynamics 365 Sales and experience some of the new features.
Download overview guide | Watch Sales video
2020 release wave 1 Discover the latest updates and new features to Dynamics 365 planned through September 2020
Release overview guides and videos Release Plan | Preview 2020 Release Wave 1 Timeline
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants. | Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance TechTalks | Customer Engagement TechTalks | Upcoming TechTalks
On opportunities, if I choose a contact, it put it as the opportunity contact, then it sets the account with the account of this contact, and leaves the account in the "customer" field.
On cases, I would like the same thing, in order to put the account in the customer field (otherwise saved documents are not put under the right folder, we group by account).But I don't know where those settings are saved. And if I try to change the mapping, so that when you create a Case from a contact, it put the contact in the contact field, and the account in the customer field, but I can't do that, the "Contact -> Customer" mapping can't be deleted or modified.
Some help would be very welcome
unfortunately this is not possible OOB, as far as i know.
You can build the functionality with a Plugin, Workflow (you might need a custom step) or (when it is okay for you to have it asynchronously) maybe with a Power Automate flow.
ok, What about to work with Contact and account field only , and put anyone of those fields in Customer field by js or business rules
Yeah could be a solution as well. But this will not work exactly like FrancoisT described how its working for Opportunity. If you want to have the possibility to choose either Account or Contact. If you choose a Contact it sets the Customer to the related Account and fills in the account as well, then you do need custom code.
But if it is okay do choose Account and Contact separated, then it is possible to fill the Customer field with a Business rule accordingly.
I would suggest to use Contact and Account as a separate field and then fill the value in the customer field using either BR or Power Automate.
Thanks for the answers.
I can indeed use 2 separated fields.
My current problems are :
-to make sure that the account is in the Customer field, as apparently it's what is necessary to have any Sharepoint attached file put in the sub folder of the account. Otherwise, it puts the file in the Incident folder, and not under the account. We want to group by account as much as possible. I can use the solution of the 2 fields, and to hide the customer field, and have it filled by a BR maybe.
-to make it easy to fill the incident, and I don't think I have a good solution for that. The creation of an incident from a contact will put the contact in the Customer field. And apparently I can't change this mapping. Also, if I create the incident from scratch, then I have to fill the 2 fields independently, right ? What I mean is, if I fill the "Contact" field first, it won't fill the "Account" automatically. But I can maybe create a BR for that too. What is important is to make sure that we the user will create the incident, if he adds a file, it puts it in the right folder. I don't think that a Power Automate flow will work, it's not fast enough, the user may save the incident, then immediately add a file, and it would end in the wrong directory
All those are not critical problems, we can also explain that it's important to fill the customer field with the account, and voilà. But of course, the less risk of errors, the better :)
regarding first problem:
The case/incident entity does not have a separated Account relation (only the one that comes with the customer field), so you have to create your own. Then you can fill the Customer field, like you mentioned via a BR. You could even make it hidden or read-only. In addition to that, if you always would like to have an account, you could make the custom account field required.
regarding second problem:
Unfortunately you can not choose fields of related entities to fill fields in a BR. That means it is not possible to choose the Account of the chosen contact in a BR to fill it in the Account or Customer field on the Case. If you would like to fill the Account or Customer field with the account of the chosen customer you have to do it via a workflow or JS.
But combining those two functionalities could/will fix your problem.
If you have a JS that automatically puts the Account from the chosen Contact to the Account field, the BR will trigger and put it in the Customer field as well.
You have to consider what should happen i someone chooses a different Account manually. Should the solution write over or do nothing?
What should happen if the Case is created from an contact, like you mentioned.
I do think as well that those scenarios should be handled from the beginning. Otherwise the users might create false data.
Business Applications communities