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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How to Automatically P...
Microsoft Dynamics CRM (Archived)

How to Automatically Populate Fields in a Case Form based on a Field within an Entity

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Posted on by kbdinkin1 160

Hi,
I'm new to CRM so bare with me. My company has accounts, and those accounts have "account stores" ( I have built this entity and relationship). I'm in the process of implementing USD (Unified Service Desk) so It can be our new help desk. When I'm filling out a case form, I want to be able to automatically populate certain fields that are found under my "account store" entity. Such custom fields would be franchise number, store number, general manager, and other fields that are related a certain "account store" the case is covering. Does anyone have any guidance on the proper way to do this?

Thanks in advance,
Kimberly

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  • Suggested answer
    Brian Begley Profile Picture
    Brian Begley 874 on at

    Are you starting the case from the account? If so, add a second lookup to the related account store record and make it required.  Then have a workflow trigger on save that would map the information from the account store record to the fields on the form.  If the Account Store information is merely informational - ie just so you can quickly see the General Manager name and contact info you could also use a Quick view form for the Account Store entity and display it on the Case form.  The key, however is adding that lookup to the Account Store record on the case form.

    Regards

    Brian

  • kbdinkin1 Profile Picture
    kbdinkin1 160 on at

    I start cases by going to the case entity in CRM (currently). Here I put in which account the case is associated it.

    Then CRM automatically pulls  contacts related with that account, all I do is click on the lookup field and pick which contact I want. I currently have a lookup field for store number ( field in the account stores entity). However since it isn't the primary field in the account store, when I click on it I see all the different stores, for example store 100, 101, 102 etc... I pick the correct store, and when i do it shows up as the account name - which is the primary field for account stores.

    How would I go about fixing this? Or am I doing it wrong. Also, you mentioned having a workflow. Would I just go under customizations or how would I go about making that correct?

    Thanks Brian for your fantastic input. I really do appreciate it! CRM is definitely a lot to take in!

    Kimberly

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