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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / When we create a Case ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

When we create a Case it defaults to "Phone to Case Process". Can we change that?

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Posted on by Community Member

I am customizing the UI for a Case Form.

I don't want the Form to read "Phone to Case Process" cause I am manually creating a Case and is not a Phone call based. I had posted a screenshot too.

Default-Screen.png

  • Suggested answer
    Miguel Lourenco Profile Picture
    Miguel Lourenco Microsoft Employee on at

    Hi,

    Go inside the business process flow "Phone to Case process" and at the top you will "order process flow":

    pastedimage1588630954881v1.png

    set the one you want at the top (in my scenario I only have one)

  • Suggested answer
    ZeeshanGhause Profile Picture
    ZeeshanGhause on at

    Hi!

    if i am not wrong you can hide this Process "Phone to case Process" or just go and deactivate this process

    Regards

    ZG

  • Suggested answer
    Asif365 Profile Picture
    Asif365 1,431 on at

    Hi,

    Please have a look at the below link:

    www.syncratec.com/.../

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