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Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

Posted on by Microsoft Employee

Hello,

We have customized versions of the phone call form that aren't available when adding a call from within an account or within a case when using the unified interface.

How do I make the customized forms available when a phone call is added using the "+" in the command bar or in the Timeline?

Thanks,

Beth

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

    OK.

    So they'll have to change their process a little since the main forms are available when the record is created. 

    Thanks, Henry!

  • Verified answer
    Henry J. Profile Picture
    Henry J. 5,237 on at
    RE: Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

    Quick Create forms only display for the creation experience, so only when click "+" from the timeline or from the main "+" Quick Create button in the top bar.

    Only "Main" type of forms show up in the drop-down of available forms (provided they have been added to your app).

    Regarding your point on notes, they can't be added to Quick Create forms, as the record needs to be created before you can add notes and attachments to it.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

    Well, that didn't work.  I created custom Quick Create forms but there's no drop-down offered.  Only the original form is available.

    I also wasn't able to add notes to the forms.

    How do I get around this?  Our customer service and implementation teams capture data for phone call disposition reporting and sometimes add attachments and additional notes.

    pastedimage1566832796729v1.png

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

    Hi Henry,

    Ahh. . .The solution seems to be that I have to make a new Quick Create form. My custom forms are main forms.

    I'll try that.

    Thanks!

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

    Nikita,

    Thanks for responding.

    These are forms built under the web client on the phone call entity.

    The phone call entity has been enabled for mobile.  

  • Suggested answer
    Henry J. Profile Picture
    Henry J. 5,237 on at
    RE: Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

    Hi Beth,

    I understand that you have created a new "Quick Create Form" for the Phone Call entity, but that it doesn't show when adding a Phone Call record from the Timeline of an Account.

    A few things that you should check:

    1. That you have published your form's customization.
    2. The "Quick Create" form order to make sure your new form is at the top of the list.
    3. That your Unified Interface app references the Phone Call entity and that the new form is included in the list of Quick Create forms that are enabled in the app for that entity.

    Henry

  • RE: Unable to Choose Custom Phone Call Form When Adding a Call in an Account or Case

    Is that a custom activity type or a custom form?

    Check if either has Enabled for Mobile check box set to [Yes]

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