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Dynamics 365 Case Questions

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We are using Dynamics 365 to track customer calls and book field repairs.

When a customer calls in we want to track certain questions like "What is the model of car?", "What is the vehicle registration number?", etc..

What is the best way to track these questions (and answers) within a case? Should the questions be created as additional fields within the case entity?

  • Community Member Profile Picture
    Community Member UG Leader on at
    RE: Dynamics 365 Case Questions

    Hi Partner,

    Can you click Yes under "Did this answer your question?" to close this thread if my answer is helpful.

     pastedimage1639729331249v1.png

    Thanks in advance!:)

  • Suggested answer
    Community Member Profile Picture
    Community Member UG Leader on at
    RE: Dynamics 365 Case Questions

    Hi Ameretat,

    You can create additional fields in case entity to store these questions.

     Also, you can add notes in the timeline of the case to record these questions.

    https://docs.microsoft.com/en-us/powerapps/user/add-activities#work-with-notes 

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