Microsoft Dynamics® CRM Training
Retrieving Case Records
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In Microsoft Dynamics CRM, before the December 2012 Service Update, I could only search for Case records via Case grid views and Advanced Find queries. In the Success Portal, we’ve demonstrated how to create Case records and how to use the Phone Support function to quickly open a new Case record with an open Phone Call Activity, but did you realize that both of these functionalities can be used as search tools?
To demonstrate this, I have navigated to the Service module to access the Case entity and have opened the My Active Cases View. I am looking for a Case record regarding the Blue Yonder Airlines Account, but I cannot remember the name of the record. If I type “Blue Yonder Airlines” in the quick search field, I yield no results. Rather than launch Advanced Find, I can use the new flow form infrastructure for the Case entity to retrieve this record.
Even though I have no intention of creating a new record, I click New Case in the ribbon. When the form opens, in the Find Customer field, I select “Blue Yonder Airlines”.
When I click the Find Case field, Dynamics CRM will filter to show only Case records related to this customer. Of the list of results, I’ll select the Case record that I am searching for. The form refreshes as this record. I never created a new Case, but simply used the fields in the Identity stage of the Service Process to retrieve the Case based on the customer.
For more tips, tricks, and tutorials, please refer to the Success Portal or our xRM.com blog.