How to add multiple contacts in case record?

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Posted on by Jolas365

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Hello CS Experts,

I came across this requirement to add multiple contacts in a case record. I've searched and found that it could be done using N:N relationship and subgrid and also by using multi-select lookup field. I tried to do both in the vanilla instance but none seemed to work.

Question is which is the supported method and how to implement it properly. I'll do this first in the Dev environment.

Thanks in advance!

Regards,

Jolas365

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CRMJetty 3,512 on at

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RE: How to add multiple contacts in case record?

Hello Jolas365,

Pls refer this thread for multiple contacts in case record,

https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/138580/is-there-a-way-of-showing-account-contacts-on-the-opportunity-entity

I hope it helps,

Thanks.

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

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RE: How to add multiple contacts in case record?

Hi Jolas365,

The two ways both can show multiple contacts in the one case record:

1.multi-select lookup field:

Multiselect Lookup control PCF now available in Dynamics 365 CRM | Microsoft Dynamics 365 CRM Tips and Tricks (inogic.com)

(1)create one field of the type Single Line Text:

(2)add it to the case form and set properties to add control:

(3)Save and publish.

(4)test

2.N:N relationship and subgrid:

(1)create N:N relationship between case and contact:

(2)add sub-grid to the case form:

(3)save and publish.

(4)test

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Jolas365 235 on at

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RE: How to add multiple contacts in case record?

Hi Leah Ju,

For the second method, what is the relevance of creating many-to-many relationship. It was never mentioned how it should be used or applied in this method.

Thanks!

BR,

Jolas365

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RE: How to add multiple contacts in case record?

Hi Jolas365,

If you want to view multiple contacts in the one case, contact is child for the case, so you need create N:N or 1:N relationship between case and contact, which can make you select it in the sub-grid.

Create N:N relationships in Dynamics 365 Customer Engagement (on-premises) | Microsoft Docs

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Jolas365 235 on at

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RE: How to add multiple contacts in case record?

Hi leah Ju,

This seems to work now. However, for the existing records, I have this lookup field for contact. How can I transfer the value of that lookup field into the subgrid since the old field will have to be hidden and the subgrid containing multiple contacts would replace that field. What is the best way to copy the lookup value of old contact field into the subgrid?

Kind regards,

Jolas365

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RE: How to add multiple contacts in case record?

Hi Jolas365,

You mentioned:I have this lookup field for contact. so there is one lookup field related to contact in the case form, Right?

Now you want the contact records from the old lookup field to be able to be displayed in the new sub-grid automatically.

You can use relate rows action in the flow to achieve it:

Relate or unrelate rows in Dataverse - Power Automate | Microsoft Docs

Flow overview:

Then you can select case records and run the flow.

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