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January 20, 2025

Streamline Customer Support with the New Enhanced Case Form in Dynamics 365 Customer Service

At Netwise, we’re passionate about bringing you the latest insights and tools to revolutionize your customer service experience. In this video, Paweł Nasiadka, our Senior Business Consultant, walks through the powerful new features of the Enhanced Case Form in Dynamics 365 Customer Service. Below, we summarize the key takeaways and enhancements, but we encourage you to watch the full tutorial embedded here for a deeper dive.

What’s New with the Enhanced Case Form?

Streamlined Design and Layout

The new form eliminates unnecessary tabs like “Summary,” consolidating key information into one intuitive view. Agents can now access case associations, similar cases, and merged cases.

Rich Text Description Field

The description field has been significantly upgraded. No longer limited to plain text, agents can now:

  • Bold or format text for clarity.
  • Add and resize images directly in the field, making it easier to include screenshots or visual context from customers.

Simplified Attachment Management

Uploading multiple attachments is now seamless. Instead of adding files one by one, agents can upload several files simultaneously with a simple drag-and-drop feature.

Enhanced Case Form in Dynamics 365 is a key tool that enables fast and precise management of customer inquiries. Thanks to its advanced functionality, support teams can better tailor processes to individual customer needs, resulting in higher efficiency, quicker problem resolution, and increased customer satisfaction.

Paweł Nasiadka
Senior Business Consultant

AI-Powered Enhancements

Smarter Knowledge Search

The knowledge base search now leverages AI to deliver contextually relevant articles. This means suggestions are not just based on keywords but the entire case content, ensuring more accurate and helpful results.

Similar Case Recommendations

AI suggests cases similar to the one being handled, helping agents link related issues quickly. Previously, this relied on the agent’s memory or manual database searches; now, it’s automated.

Preprocessing Rules

Administrators can fine-tune AI behavior by defining rules, such as filtering suggestions to cases of specific types (e.g., “Questions”).

Enhanced Admin Tools

The new Customer Service Admin Center simplifies form management. Instead of navigating through PowerApps, admins can:

  • Directly enable and edit enhanced forms.
  • Customize layouts, fields, and rules through an intuitive Designer Studio.

Why It Matters

With the Enhanced Case Form, agents can now:

  • Resolve cases faster.
  • Provide more personalized support.
  • Leverage AI to make smarter, data-driven decisions.

This translates to improved customer satisfaction and more efficient operations for your support team.

Are you wondering how to take your company’s customer service to the next level? Dynamics 365 Customer Service is the solution that not only helps you meet the challenges of today’s market but also stay ahead of the competition. It’s an investment that pays off in satisfied customers, loyalty, and operational efficiency.

Investing in Dynamics 365 Customer Service is a step toward a future where customer satisfaction, loyalty, and operational efficiency reach their highest potential. With the capabilities this solution offers, your company will gain tools not only to respond to customer inquiries faster but also to build long-term relationships based on trust and modern technologies. Empower your teams to perform better and make your customers feel valued – this is the future worth investing in.

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