Learn how to configure the correct form to remove the Billable Time field in Dynamics 365 Customer Service case resolution. Discover why the Quick Create form in the Case Resolution table is key to customizing the case resolution dialog.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
Customers are not invoiced for time spent on cases.
You need to remove the Billable Time field that is displayed in the dialog when agents resolve a case.
Which form should you configure?
A. Card form in the Case table
B. Quick View form in the Case table
C. Card form in the Case Resolution table
D. Quick Create form in the Case Resolution table
Answer
D. Quick Create form in the Case Resolution table
Explanation
This item tests the candidate’s knowledge of configuring the Case Resolution form.
Case Resolution is a separate table from the Case table and holds the details of the case’s resolution. The Billable Time column is in the Case Resolution table, not the Case table. You cannot, therefore, remove the Billable Time column from a Case form.
The standard dialog that is displayed when a case is resolved is not customizable, but by changing the style of case resolution, Dynamics 365 Customer Service uses the forms from the Case Resolution table. The Customizable dialog option uses the table’s Main form, and the Quick Create dialog uses the table’s Quick Create form. You can edit the form in the Power Apps Maker portal and remove the Billable Time column from the form. The Card form is not an option for the dialog that is shown when the case is resolved.
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