Enhanced Case Experience in Customer Service Workspace within Dynamics 365 CRM
The Enhanced case experience in the Customer Service Workspace app allows agents to easily interact with customers regarding a case. To enable it, go to the Customer Service Admin Center app and check the checkboxes for Enhanced case experience for the Main Form and Quick Create Form. The enhanced form includes new features such as displaying related records as subgrids, color-coded option set values, viewing the queue and user/team working on the case, due open activities control, and notes control. These enhancements make it easier for users to work on cases and other table records.
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