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Dynamics 365 Community / Forums / Sales forum / How does CRM decide wh...
Sales forum

How does CRM decide which form to open.

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Posted on by Naveen Goyal 81

Hello there,

I am having a CRM trial account which we are using for development of a Project service based solution. I am the only user in that CRM instance with Admin access and I have added project service app also to that trial instance. When I create a lead from my sales app and qualify that. Then sometimes opportunity get opened into Project information form or  Opportunity main form or sometimes into Field service form in opportunity. I don't know how CRM decides to which form to be opened. 

If anybody can provide some concrete answer?

Categories:
Forms
  • Naveen Goyal Profile Picture
    Naveen Goyal 81 on at
    RE: How does CRM decide which form to open.

    Thanks Carl for giving me the answer. It really helped me as even Microsoft Engineers solving my ticket were not knowing answer of this.

  • Verified answer
    CSF90 Profile Picture
    CSF90 on at
    RE: How does CRM decide which form to open.

    When you use PSA, there is an new option set field called 'Work Type' on Leads, Opportunities, Quotes and Orders. This field will be either 'Work-based' or 'Item-based'. You may need to make the field visible on your forms.

    When you qualify a Lead that is Item-based, the Opportunity will also be Item-based and D365 will automatically navigate you to the 'normal' Information form. When you qualify a Lead that is Work-based, the Opportunity will also be Work-based and therefore D365 will automatically navigate you to the Project Information form so you can add Project-based Lines as well as Product-based Lines.

    You can update the value at any time, although it's recommended to set it as far up the sales chain as possible (i.e. Lead or Opportunity, rather than Quote or Order).

  • Naveen Goyal Profile Picture
    Naveen Goyal 81 on at
    RE: How does CRM decide which form to open.

    But my CRM is showing some Strange behaviour. I used project information form last time in sales module to create a new opportunity. After that when I created a new lead and qualified it. The Opportunity created from the new lead opened in the main form. And also I am unable to change the form type.

    I don't know why it's happening?

  • Naveen Goyal Profile Picture
    Naveen Goyal 81 on at
    RE: How does CRM decide which form to open.

    But my CRM is showing some Strange behaviour. I used project information form last time in sales module to create a new opportunity. After that when I created a new lead and qualified it. The Opportunity created from the new lead opened in the main form. And also I am unable to change the form type.

    I don't know why it's happening?

  • Community Member Profile Picture
    Community Member on at
    RE: How does CRM decide which form to open.

    Hi,

    CRM open the last accessed form, i.e. if you were on Main form. It will then open Main form even if you thought that it should an other one.

  • Naveen Goyal Profile Picture
    Naveen Goyal 81 on at
    RE: How does CRM decide which form to open.

    And also I am unable to change the form from form types in opportunity forms which is weird as I am admin and I have access to all the forms.

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