Enhanced Case experience – Full case form – Dynamics 365 Customer Service

Enhance Case Experience is currently available only for the Customer Service Workspace app which targets to increase the productivity of the agent.

To enable it, navigate to Customer Service Admin Center >> Customer Support >> Case Settings >> Enhanced case experience (Manage)

Enable the options – Here we have enabled the Full case form experience.

The new case form will show up while creating a new record from an existing case or the case grid.

Clicking on Configure opens the form in the Maker Portal.

The new Full Case form has the following new components added to it –

Grid Control – Case Associations (showing associated knowledge articles, similar cases, merged cases, and child cases)

  • Attachment Control – For the Case table, the new attachment control gives the option to directly upload the attachment as well as shows all the attachments either uploaded directly or associated with the notes or emails of the case record.

More on Attachment control:https://nishantrana.me/2023/05/08/new-attachment-control-dynamics-365/

  • Shows Priority and Case Status as color-coded options.

Due Activities Control – shows activities due today or overdue

More on Due Open Activities Control - https://nishantrana.me/2023/05/09/due-open-activities-control-dynamics-365/

It shows the activities overdue

  • Queue control shows the details of the Queue the record belongs to along with Worked By field.
  • Notes control that allows taking notes before saving i.e. in a new record.

More on Notes control - https://nishantrana.me/2023/05/10/notes-control-dynamics-365/

  • It also displays the Customer Details section based on the Customer selected in the case, as well as recent cases created.

Get more details on Enhanced Case Form

Hope it helps..


Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

One thought on “Enhanced Case experience – Full case form – Dynamics 365 Customer Service”

Please share your thoughts

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.

My Trial

It is my experience timeline.


Sharing my knowledge and experience about the Microsoft Power Platform.

Arpit Power Guide

a guide to powering up community

Welcome to the Blog & Website of Paul Andrew

Technical Leadership Centred Around the Microsoft Data Platform

Deriving Dynamics 365

Deriving Solutions and features on Power Platform/Dynamics 365

The CRM Ninja

Thoughts & musings from a Dynamics 365 Ninja!

D CRM Explorer

Learn about Microsoft Dynamics CRM Power Platform customization and implementation and other cool stuffs

Stroke // Jonas Rapp

I know pre-stroke. I will improve who I was.

Power Melange

Power Melange By Shalinee

Clavin's Blog

Power Automate - Power Apps - SharePoint Online - Azure - Nintex - K2 - Artificial Intelligence

Sat Sangha Salon

An Inquiry in Being

The Indoencers

The Influencers & Influences of Indian Music

Monika Halan's blog

Hand's-free money management

D365 Demystified

A closer look at Microsoft Dynamics 365.

Microsoft Mate (msftmate) - Andrew Rogers

Experienced consultant primarily focused on Microsoft Dynamics 365 and the Power Platform


Specific topics by Django Lohn on the whole Microsoft365 Stack

Manmit Rahevar's Blog

One Stop Destination for Microsoft Technology Solutions


Naturally Curious

Brian Illand

Power Platform and Dynamics 365

Steve Mordue MVP

A Microsoft Business Applications MVP

Subwoofer 101

Bass defines your home theater

SQLTwins by Nakul Vachhrajani

SQL Server tips and experiences dedicated to my twin daughters.

Everything D365

Discovering Azure DevOps and D365 Business Applications

Tech Wizard

Lets do IT Spells

XRM Tricks (Power Platform & Dynamics CRM )

Power Platform & Dynamics CRM


Mail to crmtipsbyprm@gmail.com for queries and suggestions


Giving back to the community what I have learned

xrm CRM Dynamics

Dynamics CRM Technical & Functional Info

Dynamics 365 Blogs - Explained in unique way

Sometimes you need to look at things from different perspective.

CRM Keeper

Dynamics 365 Customer Engagement, CRM, Microsoft CRM, Dynamics CRM


Step into the world of a Dynamics 365 Consultant

Dianamics PCF Lady

Diana & Dynamics 365 & Power Platform

%d bloggers like this: