web

You’re offline. This is a read only version of the page.

News and Announcements icon

Dynamics 365 CommunityForums Service | Customer Service, Contact Center, Fie... Show similar cases wit...

Service | Customer Service, Contact Center, Fie...

Suggested Answer

Show similar cases with different conditions

(0) Share

Report

Report

Posted on by Ankita41

15

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!

I have the same question (0)

All responses Img

All responses (1)

Answers Img

Answers (0)

Suggested answer

Community Member on at

Like (0)

Report
Copy link

Link copied!

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

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Was this reply helpful? Yes No

Join the conversation

Helpful resources

News and Announcements

Check out the Community Spotlight Video Series

Quick Links

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1

Muhammad Shahzad Sh... 69 Most Valuable Professional

#2

Daniyal Khaleel 25 Most Valuable Professional

#3

Ayesha Wajahat 16

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans