Auto populate specific data from Case details field to Customer Details field

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Posted on by Community Member Microsoft Employee

In Cases >I have a custom field under the "Case Details" section called "BillableCustomer". The user can select either "Yes" or "No" in that field (marked with red arrow in screenshot). I would like whatever choice they make to then permanently auto populate in a new custom field under "Customer Details" (marked with blue arrow).

The idea is - as a customer calls in for support, we'll know right away if that customer is a Work Order Customer or not simply by glancing at their "Customer Details" section, then we'll know how to assist them. Hope this makes sense. I'm pretty new to Dynamics 365 so please bear with me (CRM is a BEAST)! Thanks so much in advance!

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Case Management

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RaviKashyap 55,410 on at

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RE: Auto populate specific data from Case details field to Customer Details field

Hi,

Yes, you need to set the value from the case record to Account & Contact for billable customer. This is to ensure that you get the same value on your account/ contact record.

You can refer this video to understand how to set the properties. Basically you need to click set properties, put the cursor on the field (billable customer) and then right hand side, select the illablecustomer >> add and then okay. It will set the value from case (yellow highlighted)

www.youtube.com/watch

Hope this helps.
Community Member Microsoft Employee on at

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RE: Auto populate specific data from Case details field to Customer Details field

Where it says "Set Properties" Do I need to specify anything in there?
RaviKashyap 55,410 on at

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RE: Auto populate specific data from Case details field to Customer Details field

Hi,

Post here if you face any issue. Will try to solve/fix together :)
Community Member Microsoft Employee on at

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RE: Auto populate specific data from Case details field to Customer Details field

Thanks Ravi. While this technically does answer my question, I'm having difficulties executing the solution due to its complex nature. But I will keep trying to figure it out. Thanks!
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RaviKashyap 55,410 on at

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RE: Auto populate specific data from Case details field to Customer Details field

Hi,

You can achieve this by creating the real time workflow. First you need to ensure that you create the same field as Billable Customer on both Account & Contact entity. This is because the Customer on case can be either a contact or Account.

Now create a real time workflow for the case entity. This should trigger on create and update of Billable Customer entity. Within the steps, you need to first check if the customer is contact, if yes then update the contact. If customer is Account, then update the account.

You can refer this to understand more about real time workflow.

blog.clickdimensions.com/using-real-time-synchronous-workflows-in-dynamics-crm-2013

Refer the below sample screenshot for the workflow-

Hope this helps.