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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / when creating a case a...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

when creating a case and selecting a company(account) the email does not show up

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Posted on by Exigomsp 15

When I select an Account (company) I am not getting an email address.  Please see image:

pastedimage1662407405969v1.png

When I select a contact for case managment the email flows.

I need to track cases by accounts / companies and not individuals.  

Any suggestions?

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Exigomsp,

    When you select account/contact in the customer filed, the related quick view form will be shown:

    pastedimage1662434829067v1.pngpastedimage1662434919512v2.png

    So the email field exist in the account/contact entity.

    If you want to got email address in the account quick view form, you need click customer value to the account main form, then you need populate email field with correct email address manually:

    pastedimage1662435598737v4.png

    If you don't see the email filed in the account main form, you need make administrator to add it:

    --Go Settings > Customizations > Customize the system > Entities > Account > select one main Form you are using, then add email filed:

       pastedimage1662435432603v3.png

    --Save and Publish it.

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