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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Application Tab Templa...
Service | Customer Service, Contact Center, Fie...
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Application Tab Templates - Creating New Case

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Posted on by PS-06060038-0 15
Hello,
 
I am using a custom CIF V2 Provider to connect CSW to a 3rd Party CCaaS platform. My custom CIF V2 Provider is handling the screen popping of the contact record, and I want to use the application tab templates to automatically pull up a case record for that contact record.
 
This works great when I don't have a contact match on the phone number and a new contact record is pulled up.
 
 
 
However, when the contact record is popped, the Application tab template for the new case record tries to pull up a case record with the same GUID as the contact record that I matched. So Frustrating!! What parameters do i need to set to always pop a new Case Record?  This is what I have right now.
 
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  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Application Tab Templates - Creating New Case
    Hi,
     
    You only need to set the value of the entityName parameter in the application template to incident. No other parameters need to be set.
     
    I have not integrated CIF, here is an example of a live chat widget.
    When an agent opens the assigned conversation, the application tab template for the new case record, creating a brand-new case record.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me .
     
    Best Regards,
    Dengliang Li
     
     
  • PS-06060038-0 Profile Picture
    PS-06060038-0 15 on at
    Application Tab Templates - Creating New Case
    Hi Dengliang,
     
    I am using the data parameters to attempt to auto-associate the case I am popping to the contact record that is matched.
     
    However, even if I have all the parameters except incident blank, the application template still tries to open up the entity record tab (my case) with a GUID of the contact record that i'm pulling up in my first window. Does that make sense?
     
    It's like I need to be able to specify "new incident" somewhere in my application tab template.
  • Verified answer
    PS-06060038-0 Profile Picture
    PS-06060038-0 15 on at
    Application Tab Templates - Creating New Case
    Welp. I solved it. I needed to remove the entity id parameter. 

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