Dynamics Community Forum Thread Details

Adding Custom Options to Customer Service Case Resolutions

This is not necesairly a question but I hope that this information helps out people who are searching for it. In my first endeavor into learning Dynamics Customer Service I wanted to customize the options for "Resolution Type" in the Case Resolution Menu but was running around frantically like a chicken with my head cut off trying to figure it out. Through multiple posts, Microsoft Learn Articles, and loosing my mind a bit I was finally able to figure out the steps needed to complete this task as it involves a few different menus, the classic editor in PowerApps, and being ready for a bit of a whirlwind

I have the guide down below as it has been a bit tricky but I am glad to have finished this task!

How to add custom Resolution Codes

Go to Power Apps Admin Center
Choose Solutions on Left Menu
Choose Common Data Services....
Once in the menu, click on the three dots above and choose "Switch to Classic"
On the left menu go Components -> Entities -> Case -> Fields
In the menu open "statuscode"
In the meny you can choose which status (Active, Resolved, Canceled)
When in the category you want to add options to, click add and provide a label (NOTE EXACT LABEL NAME AND THE VALUE CODE)
Click Ok
When done adding in custom choices, click Save and Close on the Window - Be patient as changes may take time to sync
Next to add the options into the menu
1. Go to https://make.powerapps.com/
2. Choose Tables
3. Choose Case Resolution
4. Choose Columns
5. Find "Resolution Type" in List
6. Add/Remove items under "Choices"
  1. The Label and Value need to be the same as set in the instructions above