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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to change the visu...
Service | Customer Service, Contact Center, Fie...
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How to change the visualisation of the case

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Posted on by Community member
 
Hello,
 
Is it possible to change the visualisation of the case ? Please let me know how, if possible
 
Example : Remove the section 'Primary information' to enlarge 'Timeline' Section ? This will make it easier for support agents to read the emails with long texts and images.
 
 
 
Thank you in advance.
 
Regards,
Zain S.
  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    How to change the visualisation of the case
    Hi Zain,
    The current page is one main form of case table, you need edit this form to change it's layout.
    Go to Power Apps > Tables, Find Case and open Forms
    Open one main form that you are using:
    My example form:
    The first section (CASE DETAILS) could not be removed, so I dragged the "Timeline" component from the second section into it.
    In addition, the layout under Formatting for the current tab(Summary) must be changed to "1 Column".
    Save and publish after changing all.
    Test Result：
    If you want to make agents view long content in the timeline, you can enable 'Expand all records by default' of timeline control.
    Test Result:
    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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