Customizing case types in Dynamics 365 Customer Service.

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Posted on by UC-30040223-0

I want to modify the case types in Dynamics 365 Customer Service. To do this, I access the Power App, but I cannot modify the options because I cannot find the correct menu. Previously, I was told to select /Case Type/ and then /Edit Column/, but this does not work because the options displayed are not the same as those that appear when I try to create a case. /My interface is in Spanish but I'll show screenshots./

/When I select the Case Type field, it doesn't show any options./

/When I select the Case Type column, it allows me to edit the options, but these are not the options that appear when I want to create a case. Therefore, editing something here is not reflected when I try to create a case./

/These are the options that appear in Case Type in Dynamics./

/Now, I need your help to find the column or form that contains the correct options so that I can edit them./ Thank you!

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Leah Ju Microsoft Employee on at

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Hi,

The second and third pictures don't show the same column.

First column that you want to add the option is Subject

In you environment, its display name is changed to 'Tipo de caso'.

However, It is the lookup column associated with the subject table actulally.

You need add new records to the Subject table if you want to add option under this column.

Microsoft provides one documentation to explain subject:

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-manage-subject-tree?tabs=customerserviceadmincenter

I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
Regards,
Leah

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