Display Case in Contact form

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Posted on by Jolas365

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Hello CRM 365 experts,

We have Customer Service Hub and CRM 365 for Sales running.

In the Service Hub app, there is this Customer field which is a lookup for Contact entity.

Once a Case is created, the user will select from the Contact lookup.

Our requirement is to display the Case record in a subgrid when the Contact record is accessed in the Sales app.

Please provide tips on how to achieve this.

Do I need to create a new relationship and view to populate the subgird with cases associated with a particular contact?

Regards,

Jolas365

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Wahaj Rashid 11,321 on at

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Hi,

Thank you for your query.

You can add the sub-grid on the Contact form for existing relationship.

Here are steps to follow:

Go to Advanced Settings -> Customizations -> Customize this System. (or open a solution with Contact entity)

Expand Entities -> Contact -> Forms.

Open Contact form.

Select a section where you need to add sub-grid.

From the Insert Tab, click on Sub-grid.

Set following properties and then click OK:

Name: Cases

Records: Only Related Records

Entity: Cases (Contact) (or Cases (Customer), depending on your configuration).

Default View: All Cases

Save and Publish the form.

Now you should see the Related Cases on the Contact form. You can re-arrange and set the properties of sub-gird as per you need.

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Hi Jolas365,

Through my test, the customer field in the Service Hub app is a special lookup field, it can relate to account and contact at the same time.

Contact and Case has many1:N relationship:

As you mentioned, “Once a Case is created, the user will select from the Contact lookup.” Which means that you select contact records for the customer field, right?

So the relationship you need should be incident_customer_contacts and cases that shown in the contact is from customer field.

If so, you can create a new sub-grid as Wahaj advised(Entity: Cases (Customer)).

In fact, you don’t need create case sub-grid for customer field in the contact form, There is one OOB navigation to show cases (related with customer field) in contact form.

You can click Related tab to navigate to case associated view:

For testing to open these two related cases, you can find that current contact is filled in the customer field.

Regards,

Leah Ju

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

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Jolas365 235 on at

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Hi Wahaj,

Thank you very much for your help.

Regards,

Jolas365

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