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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Setting the Priority f...
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Setting the Priority field Automatically for some specific Account

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Posted on by Aisha1985 95

Hi

Can someone please help me in setting up the Priority field automatically in Case Entity on the basis of some fields on Account Entity.

So there is a section naming 'Customer Service' on my Account form which have the following fields

pastedimage1664105614338v1.png

The Priority have following types : Priority 1, Priority 2, Priority 3, Priority 4, Priority 5.

What we want is that when Membership Plan is Premium , ESA = Yes, No of Profile = +50, Priority on Case Entity is set to = Priority 1, (Similarly there will be other conditions for the rest of Priority as well)

is there any way i can associate the fields on Account Entity with Case. Do i need to create a business rule or workflow?

Can some one please help me in guiding on how to achieve this?

  • Suggested answer
    Aisha1985 Profile Picture
    Aisha1985 95 on at
    RE: Setting the Priority field Automatically for some specific Account

    Thanks alot for helping me out. This is exactly what i was looking for.

    Thanks again for your detailed response. Really appreciate it!

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Setting the Priority field Automatically for some specific Account

    Hi Aisha1985, 

    You need to use a workflow to implement it, because your requirement involves fields on two entities.

    --The account and case have 1:N relationship through customer lookup field.

    pastedimage1664164510399v4.png

    1.Create one workflow in case entity(Settings > Process):

    pastedimage1664163422395v1.png

    2.Set trigger(records created and fields change):

    pastedimage1664164319806v3.png

    pastedimage1664164284368v2.png

    (3)Add 'check condition' action: (select fields from related account):

    pastedimage1664164828681v5.png

    (4)Update Records: select case entity and set properties to update priority field:

    pastedimage1664165031278v7.png

    pastedimage1664165011292v6.png

    (5)Select these two steps, then you can add 'Condition Branch', You can then repeat the conditions and update the record.

    pastedimage1664165141958v8.png

    Finally, you can save and active the workflow.

    pastedimage1664165286281v10.png

    pastedimage1664165204282v9.png

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