Skip to main content

Notifications

Customer experience | Sales, Customer Insights,...
Suggested answer

Customizing case types in Dynamics 365 Customer Service.

Posted on by 11
Hello everyone, I'm new to this. In my job, we use Dynamics 365 Customer Service to manage our customers' cases, contacts, products, and other business matters. We want to see if it's possible to perform an update to the Customer Service application to add more options within the dropdown menu /Case Type/ within the Cases section. As shown below. I would like to know if it's possible to make this modification and how I can do it. I have used Power Apps, but I don't see where the available options for that field are located. Additionally, I would like to know if I can create different case types for a specific client or if it's not possible. Thank you very much. It's important to mention that my interface is in Spanish.
 
 
 
 
  • Suggested answer
    UC-30040223-0 Profile Picture
    UC-30040223-0 11 on at
    Customizing case types in Dynamics 365 Customer Service.
    .

     
  • Suggested answer
    UC-30040223-0 Profile Picture
    UC-30040223-0 11 on at
    Customizing case types in Dynamics 365 Customer Service.
    Hi, thank you for your help. Do you know if it's possible to design custom case types for a specific client? For example, that only two case type options are shown to one client, while all other clients are shown all existing case types?"
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Customizing case types in Dynamics 365 Customer Service.
    Hi Partner,
    You should click this to edit this column:
    In this page, you can add new choices as your needs:

    I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
    Regards,
    Leah

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Complete!

🔔 Be sure to subscribe to the new forums you are interested in to stay up to date! 🔔

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,113 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,918 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans