Define parent and child case settings (Unified Interface) https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
In Microsoft Dynamics CRM you can manage multiple cases efficiently using parent and child cases. If you want to records same issue for multiple customers, you can open a primary case called parent case and then create a secondary case called child case.
Please consider the following scenario. Multiple customers are calling about to report ‘No water supply’ in an area/postcode related to burst pipeline. Instead of creating a new case for each customer , you can create a master case to record the pipe burst incident and then create child cases when customers call in about to report ‘water supply’ issue in the same area.
Before creating the parent child cases, We can set Parent and Child case settings like the attributes to be copied from parent case to child case and case closure preferences.
Setting–>Service Management–>Parent and Child case Settings
Using Case Settings screen, we will be able…
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