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Hi Guys,
I need a quick help! I had a requirement for one of the client that they need to show similar cases on case record which has same account and same contact or same product and same product family which is selected on case record.
i was trying to achieve this functionality using Out of box case similar functionality but i need a combination of same account and same contact!
Any another way to achieve this requirement?
Please help!
Thanks!
Hi Ankita41,
Through my test, Out of box case similar functionality-- Advanced Similarity Rule can show similar cases with the combination of same account and same contact.
Suggest similar cases for a case with Dynamics 365 Customer Service | Microsoft Docs
I have created four cases:
Then I created following rule:
Test:
Only one case has same account and contact can be shown in the similar sub-grid:
Regards,
Leah Ju
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