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Customizing case types in Dynamics 365 Customer Service.

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Posted on by UC-30040223-0

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.

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Leah Ju Microsoft Employee on at

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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

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UC-30040223-0 17 on at

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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?"

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UC-30040223-0 17 on at

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