Remove Entitlements grid/add knowledgebase grid in Case for Interactive experience form using Powerapps

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Posted on by Jolas365

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Hello CRM Experts,

We will be using the Customer Service app.

However, there is a requirement to remove the entitlements grid from the summary/general tab. Also, the knowledge article should be displayed. in the form

We are using the Case for Interactive experience form. This will be done in the Powerapps. I tried to edit the form in Powerapps but no success.

Please help.

Regards,

Jolas365

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Answers (2)

Jolas365 235 on at

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RE: Remove Entitlements grid/add knowledgebase grid in Case for Interactive experience form using Powerapps

Hi Leah Ju,

Thank you very much for the help!

I have one more question related to this.

In the Service section of Customer Service Hub app, I want to remove/hide Devices and Templates tab from the Navigation pane in the left. How do I do this in PowerApps?

Thank in advance!

Regards,

Jolas365
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Community Member Microsoft Employee on at

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RE: Remove Entitlements grid/add knowledgebase grid in Case for Interactive experience form using Powerapps

Hi Jolas365,

You can remove it by checking ‘Hide’ button to hide it in the form.

In power Apps, go to ‘Case for Interactive experience’ form, expand ‘Summary’ tab and click ‘Related’ tab in the Tree view, then check ‘Hide’ in the ‘Properties’ pane in right of the page.

And you can add kb article by adding ‘sub-grid’ to the form.

Click ‘+Component’ button and click ‘Subgrid’ to fill kb article table and view.

Save and Publish.

Test:

Reference pane is hidden and custom kb article sub-grid is shown:

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Jolas365 235 on at

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RE: Remove Entitlements grid/add knowledgebase grid in Case for Interactive experience form using Powerapps

Hello Leah Ju,

Thank you very much for your prompt reply.

In the Case for Interactive Experience form, there is now what we call reference panel and this section contains the knowledge article control.

Is it possible to remove the reference panel from Interactive Experience form and display the Knowledge subgrid on the form itself?

Regards,

Jorge
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Community Member Microsoft Employee on at

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RE: Remove Entitlements grid/add knowledgebase grid in Case for Interactive experience form using Powerapps

Hi Jolas365,

I noticed that form you show in screenshot is 'Case' form, not 'Case for Interactive experience ' form, you need add the form to the app.

Go Settings > App to open the app designer of the customer service app.

Find Case entity and ensure 'Case for Interactive experience' form is checked.

Save and publish all customizations.

Move to the one case record, you can select form you need.

In ‘Case for Interactive experience’ form, there is an OOB kb article control in it.

Now, you can remove or add any sub-grid you need in 'Case for Interactive experience' form in Powerapps to test again.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.