Occasionally, the customer service agent has a requirement of creating a case manually. By adding the related information such as the subject, origin, priority, and the customer against which it needs to be recorded.

There are two OOTB approaches available for manual case creation.

• Using a case page
• Using quick create form

Using case page

The Case page is the most commonly used method for entering cases into Dynamics 365. As a case is entered, the agent who’s entering it specifies details about the case, like the case title, customer, case origin, and so on.

This is the most common approach for capturing the case manually which constitutes of the following steps:

1. Navigate to the Case page.
2. Provide related information on the Case page.
3. Save & Exit.

Using quick create form

The Quick Create: Case dialog box is a trimmed-down version of the Case page. It has only the most important fields for the case entity. 

This dialog box is used to quickly enter case information, to save time. You also use this dialog box when you’re creating a case in the context of another record. For example, if you add a case directly from an account in Dynamics 365, you’ll use the Quick Create: Case dialog box.

Quick Create dialog boxes can be accessed from the top navigation bar in the application, or from the related panel or an attached sub-grid on a parent record. Although a Quick Create dialog box isn’t available by default for every entity, it’s available for the case entity. Therefore, when you add a case from a related record, you use the Quick Create: Case dialog box.

This is suitable when creating a case against a related Parent record such as a Contact or Account record. The steps to capture a case using the quick create form are as follows:

1. Open the Account page.
2. Navigate to the related record, and select the Case tab.
3. Click on the New Case button to open the Quick Create: Case dialog box.
4. Provide related information on the Quick Create: Case.
5. Save & Exit.

The information is fetched from Microsoft documentation.

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Sometimes, a case might be the result of an activity like an email, phone call, or task. For example, a support agent might receive an email request for service directly from a customer. In these situations, you can convert activities directly to Dynamics 365 case records. The record creation and update rules in Dynamics 365 are used to automatically convert specific activities to Dynamics 365 records. This conversion can also be done manually on an individual record.

 Note

The next unit will cover the automatic creation of cases from activity records.

Out of the box, the following types of Dynamics 365 activities can be converted to cases:

• Appointments
• Campaign Responses
• E-mails
• Faxes
• Letters
• Phone Calls
• Service Activities
• Tasks
• Social Activities

Any custom activities that are created for an organization can also be converted to cases. For example, an organization might create a custom activity named SMS messages that’s used to work with text messages. These activities can also be converted to cases.

From within a specific activity, select the Convert To button on the command bar. You can then select whether to convert the activity to an opportunity or a case.

After you select To Case, the Convert to Case page appears. This page provides more information and lets you do things like close the activity as finished.

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