Enhanced Case Experience in D365 Customer Service

In the last 3 articles I wrote, I discussed a whole bunch of new PCF controls that became available for Dynamics 365 Customer Service. In this article I am going to discuss the new Enhanced Case Experience in Dynamics 365 Customer Service. This enhanced experience introduces two brand new case forms for the Customer Service Workspace app, and you’ll notice that all the controls I discussed in my previous articles are already configured and enabled on those forms!
Both forms are so-called ‘advanced’ case forms that have been added to the application. These forms have been cleaned up and as mentioned before, and have some new functionality as part of the new PCF controls that are configured on the form. You’ll also notice that in one of the forms (full form) the customer information will be shown in a side pane automatically, this is the customer 360 form which I discussed in one of my previous articles. The forms are called the ‘enhanced quick create form’ and the ‘enhanced full case form’. NOTE: Both forms are ‘main’ form types. The ‘enhanced quick create form’ is not a ‘quick create’ type of form.

If you want to start using the new enhanced forms you will need to enable them first. You can do this by opening the Customer Service Admin app and navigating to ‘Case Settings’ on the sitemap under the ‘Customer Support’ section. On the top of the screen you’ll see the ‘Enhanced Case Experience’. Click on ‘Manage’ to access the enhanced case experience settings. From here you can enable the Full Case form and the Quick Case form enhanced experience. Once you turn on the forms, you’ll also notice the ‘Configure’ button appears for each form. When that button is clicked, it will take you to the form designer in make.powerapps.com, and yes this means these forms are fully configurable! NOTE: When enabling the enhanced quick case form, you can also select a custom form to act as the quick case form, meaning this form will load in the side pane when the full case is opened. Keep in mind you can only select forms that are of the main form type. I noticed this didn’t work as well with my custom form, as the business process flow showed in the side pane as well, which didn’t look very good. Keep in mind you don’t have to enable the new forms to use the new PCF controls on other case forms!

Once the forms are enabled, you’ll need to do one more thing before you see them appear when creating a new case, and that is adding them to the Customer Workspace App. You can do this by navigating to make.powerapps.com, selecting ‘Apps’ on the sitemap and clicking on the three dots next to the app. Selecting ‘Edit’ will open the app in the app editor. Click on ‘cases’ below pages and select ‘case forms’. Click on the tree dots next to the forms you want to add, and select ‘add’ if they’re not in the app. Don’t forget to save and publish! NOTE: The new enhanced case forms also have security roles associated with them. Please check to see if your agents have one of the roles associated to the new forms assigned, or you can make the forms accessible to all security roles. Once you add the forms to the app, the enhanced quick case form will load when an agent creates a new case during a conversation using the ‘+New Case’ button on the Customer Summary window or when a new case is created from a sub grid. The enhanced quick case form will load in the side panel of the Customer Workspace app. NOTE: As I mentioned earlier, the enhanced quick case form is not a quick create form, which means that when an agent tries to create a case by using the quick create button on the top of the screen, the ‘regular’ quick create form still loads. When a user tries to create a new case from a case view (not a sub grid!), the enhanced full form will load vs the enhanced quick case form.

Using the enhanced case experience

The great benefit about using the new enhanced case forms while having a conversation (voice, chat, etc.) with a customer is that when the agent creates a new case from the conversation window, the enhanced quick form will load in a side pane, taking up less space, which allows the agent to review customer data and interactions in the conversation window at the same time. Agents will be able to enter the case details in the details tab, and they will be able to add case notes and attachments by clicking the tabs on top of the form.

If you’ve read my previous articles on the PCF controls, you know that notes and attachments can be added to the case even before the case has been saved! Agents can also upload multiple attachments at once vs having to upload them one by one. At any time an agent can switch from the enhanced quick form to the full form by clicking the button on the top of the form. All the data will be loaded into the enhanced full case form, even if the case hasn’t been saved yet!! When the agent opens the enhanced full case form, the side pane opens up showing the customer details. The form that loads in the side pane depends on the type of customer that is selected in the customer field. This can be an account or contact row. If the customer is an account row, the form that is loaded is the ‘Account form for Customer Card’, if the customer is a contact, the ‘Contact form for Customer Card’ is loaded. These forms can be customized as well. If you want more details check out this article. I hope you enjoyed reading this article! Be sure to check in again next week for a new article or subscribe here to never miss another post!