When organizations understand their customers, it helps customer service professionals tailor each interaction, enhancing long-term customer loyalty and organizational efficiency. With the latest features available in Microsoft Dynamics 365 Customer Service, your agents can access a suite of capabilities designed to help improve service delivery, workflows, and productivity. One new feature from Microsoft’s 2024 release wave 2 is improved case grids. Customer service agents can more easily view and manage cases in Dynamics 365 Customer Service with this new feature.
Feature Highlights
- Enhanced Active Cases System view is now available by default and includes columns that display key data such as Case Age, Is Escalated, Next SLA, and Last Interaction.
- Icons with color-coding options are available for certain columns, along with avatars or profile images for the assigned agents.
- Agents can use quick navigation to go to the latest activity and respond to the latest communication.
- Agents can also perform in-line editing directly within grids and subgrids, bypassing the need to open separate forms for data entry. This feature supports various field types, including Lookup fields and option sets, whether using a web app, tablet, or phone. Editable grids offer functionalities such as grouping, sorting, filtering, pagination, and more, enhancing user productivity and data management.
Control Configuration
To enable the Enhanced Active Cases view, enable the “Power Apps Grid Control” on the Case table. Once the control has been enabled, there are several configuration options to choose from, including:
- Enable editing
- Enable filtering
- Allow range selection
- Enable jump bar
- Enable pagination
- Enable status column
- Enable option set colors
- Show data type icons
- Navigation types allowed
- Reflow behavior
- Customizer control
Once these options have been set appropriately, save and publish changes. Then, add the Enhanced Active Cases view to any model-driven apps users will be working in.
Functionality Specifics
Certain functionality is only available in the Enhanced Active Cases view.
- Case Status, Origin, & Priority
- Origin and Priority columns show text only in other grids in Dynamics 365. In the Enhance Active Cases view, each column will also display an icon, and Priority and Case Status will be color-coded. These colors are customizable; however, any changes made by Microsoft to the default color palette won’t be available automatically if you’ve customized the colors that appear on the Case Status field.
- Owner
- The Owner column shows text only in other grids in Dynamics 365. Previously, this column displayed the user’s initials. Now, this column displays the user’s avatar if available.
- Last Interaction
- Displays the last activity for default activity types and what was updated on that activity. Custom Activities will show Created or Updated Status only. An attachment icon will display next to the activity if there is an attachment. On other grids in Dynamics 365, this column will not display any text.
- Next SLA
- We can now see the Next SLA column, which shows the earliest expiration time of an SLA. This will only display data if there is an SLA associated with the Case.
- Case Age
- Case Age calculates the total age of the Case based on today’s date and the Created On date.
Things to Know
- Enabling this new view as the default view does update the modifiedon and modifiedby fields on the case entity. These fields will not provide accurate reporting metrics if the field is enabled as the default.
- Adding columns to this view is not supported. To update this view, create a copy and add or edit columns.
- The new columns, such as Next SLA, are available to add to new or existing case views.
How Forvis Mazars Can Help
With your organization’s multitude of customer information, you can tailor each interaction to their needs. The improved case grids in Dynamics 365 Customer Service can help agents prioritize cases based on key factors like priority, origin, and SLA status, enhancing their response times and productivity.
Explore how Dynamics 365 case grids can help enhance your customer interactions. Business Technology Services at Forvis Mazars is a certified Microsoft Partner and recipient of the Microsoft Inner Circle Award. We assist clients by providing analysis, design, implementation, upgrades, training, and support services for Microsoft Dynamics business applications and more. Connect with us today to request a personalized demo to see this feature and more in action.
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