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I'm evaluating D365 Customer Service and I'm trying to understand whether it will work for our requirements. We have multiple addresses for our accounts and when creating a case we need to be able to select the relevant address. I can't seem to find a way to do it. I've looked at the Address entity and see it has an N-1 relationship with the account entity. When I tried creating a field in the case and selected lookup I can't set it to lookup the customer addresses.Am I missing something? Is this not possible with the Address entity? Will I be able to do this with a custom entity?
You can use the advantage of child accounts. Each child account is one of your addresses.
When creating a case you can select any of the child accounts related to the main account.
You lookup relationship in the case form is to account filter by the customer. So you will only see child accounts related to the customer.
Hi there,
Complementing MRZ suggestion:
docs.microsoft.com/.../customer-entities-account-contact
An account can be a parent to almost any other entity. This includes another account.
An account can be a standalone entity.
An account can have only one account as its parent.
Accounts can have multiple child accounts and child contacts.
Hi Vitor,
Recently I worked on the similar requirements where customer wanted to capture multiple address against one account and wanted to use those addresses while creating Cases so that proper service can be provided
In this case we had to go with Custom address entity
Regards,
Alok
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