Microsoft Dynamics® CRM Training
Case Resolution Activities
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Before the new forms where released for the Case entity, resolving Cases meant filling out a Resolve Case dialog. The new forms however, do not require Users to fill out these dialogs when resolving Cases. Even after the Polaris Update, which introduced the new forms, classic forms still require Resolve Case dialogs. This can lead to inconsistencies in how Users resolve Case records. In this lesson, we’re going to explore this wrinkle, and discuss how you can avoid inconsistent Case resolutions between Users who work with different forms.
Let’s start with the classic form experience. Whether you use the classic form or the new form in classic mode, resolving Cases functions the same. When you click Resolve Case, a Resolve Case dialog opens. This is information for a Resolve Case Activity record. This is important, because even though it is an Activity type, it works very differently than say a Phone Call Activity. As of now, Resolve Case Activities cannot be customized by using the Microsoft Dynamics CRM interface.
In the Resolve Case dialog, there are three required fields: Resolution Type, Resolution, and Billable Time. It would appear that no Case record could be resolved without this information. Oddly enough, that is not the case. More on that in a moment.
When you finish the dialog and click OK to resolve this Case, the dialog closes, the form refreshes and is now read-only. But what happened to the information recorded in the dialog? It’s not located anywhere on the form. To access it, I click Closed Activities in the navigation pane. It should be the most recent Activity record.
If we resolve a Case in the new form, an inline menu appears. Of the two available fields, neither are required, and the Resolution and Billable Time fields are missing. Remember I mentioned that it would seem that Case records could not be resolved without filling in these required fields? That’s technically true, but in the new forms, Dynamics CRM does it for you. If you click OK, the record refreshes as resolved and the fields are read-only.
Let’s see that the Case Resolution Activity looks like by expanding the navigation pane on the left and clicking Closed Activities. When you open the Resolved Case record, you’ll see that form is the same, but notice that the Resolution field has been auto-populated and the Billable Time is zero minutes. See what I mean by inconsistencies? If one User resolves a Case in the classic experience, they’ll have the option to fill in this information while Users of the new form experience won’t.
If you want Users in your organization to have the freedom to choose between classic and new forms for Case records, then you’ll have to establish a custom, systemized method for recording the data from these fields. One suggestion would be to create a pair of custom fields labeled Resolution and Billable Time, and then insert them in both the classic and new forms. If you choose to do this, you’ll have to disregard the data recorded in the Resolved Case Activity. This would be annoying to Users that prefer the classic form though, because they would still have to fill out a Case Resolution Activity dialog each time they resolved a Case.
For more tips, tricks, and tutorials, please refer to the Success Portal and blog.xrm.com.