Dynamics 365 gives us a new Outlook App that allows us to perform common CRM actions directly from an Email in Outlook – and this is a brilliant tool for promoting efficiency and performing day to day tasks quickly.
One of these actions is raising a New Case from an Email, and when doing this we are presented with the following Form:
This initial Form and serve many of our uses, but ultimately we are going to want to tailor this Form to our uses – but thankfully this is easy for us to do, as the Form Design here in Outlook is based from the Quick Create Form in CRM.
To do this we undertake the following steps:
1. Open the Solution for our 365 Customisations
2. Navigate to the Case Entity, and to the Forms menu.
3. We can then double click to customise the Quick Create Form for the Case:
Figure 1 – Using a Solution to Customise the Quick Create Form for the Case Entity
Figure 2 – Customising the Quick Create Form
4. From here we modify the Form as we would any other Form in Dynamics 365, and so choose which fields we want presented when raising a New Case from inside Outlook.
5. One point to note is that Dynamics App for Outlook will store a memory of the Form Design and other ‘metadata’ for CRM – and so we may not see the new Design until Outlook has re-synched with Dynamics 365.
NOTE: We can force this re-synch by having our Users to empty their Cookies and Website Data Cache in Internet Explorer and restarting Outlook – however, as this is done on a PC by PC basis, it is preferable to setup your Quick Create From before setting up the App for our Outlook Users!
Figure 3 – Emptying our EDGE Cache to force Outlook to refresh to the latest Form Design in Dynamics
6. Modifying this Quick Create Form will then also affect how this appears in ‘normal’ Dynamics 365 using the Web Client:
Figure 4 – Our Quick Create Form in Dynamics 365
Form Design Tips: The Quick Create Form when viewed within Dynamics will only show the first 4 Rows + Section Header – with any further rows needing the User to scroll down to view. As a result, we should aim for our Quick Create Forms to have a maximum of a Header + 4 Rows, or 5 Rows without a Header to promote a better User Experience.
(as a Quick Form is not exactly quick if it needs us to scroll down!)
