How to customize / Update customer self service portal in d365 for case management

(0) Share

Report

Posted on by Sayali

I need to edit the Case table to add one more column and also I need to to automate the status of case in portal. Any help would be appreciated.

I have the same question (0)

All responses (5)

Answers (2)

Verified answer

Community Member on at

Like (1)

Report

Hi Sayali,

What you need is that add more columns to following cas list in the portal, right?

If so, you can go portal management app, navigate to Entity list and open 'Customer Service-Case List', three views has added.

So go Settings > Customizations > Customize the system > Entities > Case > Views.

Open one view that showed in the list(for example:Web-open cases), then add columns you want, save and publish.

Test:

For second question “automate the status of case in portal”,What does this mean?

From aboved screenshot, 'Status Reason' field has added to the view.

Regards,

Leah Ju

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

Was this reply helpful? Yes No
Sayali 20 on at

Like (0)

Report

Thank you so much, Can you suggest any documentation on this.

For Automating status- I need to update status of case after particular time period if someone doesn't change it manually. How will i achieve this? by simple OOTB Workflow in CRM?

Was this reply helpful? Yes No
Verified answer

Community Member on at

Like (1)

Report

Hi Sayali,

Yes, there is a 'change status' step in the workflow, you can use it to change case status automatically.

Regards,

Leah Ju

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

Was this reply helpful? Yes No
Sayali 20 on at

Like (0)

Report

thanks, its working now :)

Was this reply helpful? Yes No
CRMJetty 3,512 on at

Like (0)

Report

Hello,

Please Take a Look Here : docs.microsoft.com/.../case-management

I hope this information will be useful.

Was this reply helpful? Yes No