In Dynamics 365 Customer Service, the out-of-the-box (OOB) merge functionality for the case entity is somewhat limited in configurability. Here's an overview of what you can control and customize within the standard and more advanced merge configurations:
1. OOB Configuration Options for Case Merge Behavior:
By default, when merging cases in Dynamics 365, the system does not offer a granular selection for each data field during the merge. Instead, it allows you to merge one case (the "parent") while closing the other (the "child") as a duplicate.
You can configure which status and status reason will be assigned to the merged (duplicate) case in the system settings, but the primary case data is generally retained from the parent case.
2. Choosing Data During Merge:
There is no OOB feature that lets you pick and choose individual field values from both cases during a merge. However, you can leverage a plugin or a custom workflow to achieve selective merging, where you specify the fields to be retained or merged from the child case.
You might consider building a custom merge form where users can select which values should "win" during the merge process, although this requires significant customization.
3. Customizing Merge Behavior with Code:
Add a Custom Merge Button to the Case Form or Ribbon:
Use the Ribbon Workbench (or Power Apps' modern App Designer) to add a new button to the command bar or form ribbon of the case entity.
Configure this button to trigger a JavaScript function or call a custom Power Apps page when clicked.
Custom Logic :--- you can select any components from below.
Plugins: You can develop a plugin that triggers on the merge action, allowing for custom logic that defines how fields from the child case should be copied over to the parent case. This is common for handling specific fields like custom attributes or case notes.
Custom Actions or Workflows: While there’s no direct support for custom actions in the OOB merge process, you could create a custom workflow or Power Automate flow that copies selected data from the duplicate to the parent case after the merge completes.
5. Custom Merge Logic:
Since merge behavior is typically standardized, developing a custom merge button or Power Automate flow that launches before the actual merge could enable a review and selection of field values. This could guide users through selecting values to retain or transfer between the cases before finalizing the merge.
In summary, while Dynamics 365 provides limited OOB options for selective field retention on case merge, plugins and custom workflows offer robust possibilities for tailoring this behavior.
