# Dynamics 365 cases

Find and update Dynamics 365 cases, add notes and associate a case with a visitor conversation.

*Release 3.3 · operator*

**Settings › General Settings › Dynamics 365**

## What it is

You can work with Dynamics 365 cases while speaking to a visitor in INSIDE. Find a customer's cases, open the details, create or edit a case, change its state and add notes. The case can be associated with the conversation for later follow-up.

## Who uses it and why

Operators use cases to record issues and work that continues beyond a conversation. Notes keep case-specific information in Dynamics 365.

## Where to find it

Open the visitor's **Cases** panel. Select a case to see its details and **Comments**, or use **Create Case** to add one. **Open in Dynamics 365** opens the case in the CRM.

Powerfront manages the case forms at **Settings › General Settings › Dynamics 365**, under **Form Configuration**.

## How it works

1. Link the visitor to the appropriate Dynamics customer so INSIDE can list related cases.
2. Select a case, search for another case, or use **Create Case**.
3. Confirm the **Contact** and enter the required case details. The supplied form includes **Title**, **Description**, **Priority** and **State**.
4. Save the case. Creation can associate it with the conversation selected for the action.
5. In the case details, enter a comment title and body, then select **Post** to save a note.

For an active case, select **Resolved** or **Cancelled** and use **Update**. Resolving opens **Close Case**, where **Case Resolution** offers **Problem Solved** or **Information Provided**. Editing a case to resolved also requests a resolution when one has not been supplied.

## Configure it

Ask Powerfront to prepare **Create Case** and **View Case** under **Form Configuration**. A user with the **Settings** or **Manager** role can check the operator's **Dynamics 365 Email** mapping at **Settings › Account › Operators**. Your Dynamics administrator must also permit the relevant case and note operations.

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Contact | Dynamics 365 case form | Yes | Identify the customer for the case. |
| Agent | Dynamics 365 case form | Yes | Show the case's operator ownership selection in the supplied form. |
| Title | Dynamics 365 case form | Yes | Give the case a short title. |
| Description | Dynamics 365 case form | Yes | Describe the customer's issue. |
| Priority | Dynamics 365 case form | No | Choose Low, Normal or High in the supplied form. |
| State | Dynamics 365 case form | No | Choose Active, Resolved or Cancelled in the supplied form. |
| Case Resolution | Close Case | Yes | Choose Problem Solved or Information Provided when resolving a case. |

## Limits and good to know

- A case needs customer details. Case creation cannot proceed without its contact information.
- The supplied note box accepts up to 4,000 characters. An empty body cannot be posted; an omitted title is saved as **Note**.
- The note entry area is hidden when the operator has no mapped Dynamics user.
- The case's status reason and state are separate Dynamics values. Resolving a case requires the resolution choice.
- A Dynamics case and an INSIDE conversation activity are separate records.
- Case notes are CRM notes. Posting one does not send a chat message to the visitor.

## Depends on and works with

### This feature uses

- **Requires** [Dynamics 365 connection and customer records](CRM-015.md): Case operations need the Dynamics connection, customer details and mapped operator.
- **Configured in** [CRM form field configuration](CRM-020.md): Create and view case forms determine the case fields available in INSIDE.
- **Works better with** [Starting, ending and expiring chats](CHAT-001.md): A case can be associated with the current or selected conversation.
- **Works better with** [Custom CRM integration](CRM-022.md): A custom CRM integration can change Dynamics case creation and updates.

### Used by

- **Enhances** [Visitor and conversation information panels](CON-017.md): An enabled Dynamics 365 integration can provide case information and actions.
- **Enhances** [Dispositions](CHAT-019.md): Configured Dynamics case synchronisation can receive disposition changes.
- **Enhances** [CRM form field configuration](CRM-020.md): Dynamics case actions use these forms.
- **Enhances** [Custom CRM integration](CRM-022.md): Dynamics case operations provide custom integration points.

## FAQ and troubleshooting

### Why is the case list empty?

Link the visitor to the appropriate Dynamics customer first. There may also be no cases for that customer.

### Why can I not post a note?

Check that your operator has a **Dynamics 365 Email** mapping and that you entered a non-empty comment. Ask your Dynamics administrator to check note permissions if the write fails.

### Why am I asked for Case Resolution?

Changing a case to **Resolved** requires a resolution. Choose the appropriate option in **Close Case**.

### Can I reopen a resolved case from the status selector?

The case detail selector is offered for active cases. Use **Open in Dynamics 365** for other transitions permitted by your Dynamics setup.