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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Can't customize re...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Can't customize resolve case dialog box

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Posted on by MirandaK 15

I have selected to customize the case resolution dialog box in the customer service admin hub, but when I try to change the form it says I can't make changes to it. 

pastedimage1653516727424v1.png

pastedimage1653516767476v2.png

Any ideas?

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi MirandaK,

    You should change the form of Main Form type.

    1423.pic4.png

    Below are my test steps.

    Step 1: Add the BBC field in the Main form.

    4503.pic5.png

    Step 2: Select Customizable dialog in the Resolve case dialog.

    pic6.png

    Here is the result.

    pic7.png

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