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Parent/Child Case relationships are just one of the numerous and exciting new features of Microsoft Dynamics CRM’s new Spring ’14 Wave. Check out PowerObjects’ rundown of the Top 10 Features of Spring ’14 Wave for a look at our favorites. Spring ’14 Wave adds functionality to the case entity at every turn. Coming in at #9 on the aforementioned Top 10 features list is Parent/Child Case functionality.
Parent/Child case relationships help service departments better utilize cases. For instance, a user now has the ability to track a (or many) “Child” Case(s) against another “Parent” Case.This Parent/Child relationship allows for a Service Department to identify and track when repeat issues are filed by multiple organizations independently. In order to utilize this new feature users first need to configure their settings for Parent and Child Case relationships.
Parent and child case settings can be found under the Service Management section of the settings tile in CRM 2013. In this area a user can configure the parent/child relationship settings by:
2. In the Dialogue window select which fields you would like the child case to inherit from the parent case by highlighting them in the left hand box and using the arrows in the middle to toggle the included fields. (Remove by doing the opposite from right to left).
3. Specify whether you would like the child cases to be resolved along with the parent case or require that child cases be resolved in order to resolve the parent case.
Some limits of case settings functionality include:
If you are interested in the new case functionality, and other Spring ’14 Wave features, PowerObjects blog has you covered, check out our Install Spring ’14 Wave blog post to learn how to update ones CRM, and be sure to visit the general PowerObjects Blog page for resources regarding previous case functionality as well as other new features of Spring ’14 Wave.
The post Spring ’14 Wave Update: Parent and Child Case Settings Configuration in Dynamics CRM appeared first on PowerObjects.