Enhanced Case Experience in Customer Service Workspace within Dynamics 365 CRM

The new Enhanced case experience will help agents easily interact with customers regarding the case in the Customer Service Workspace app, and it is available in the Customer Service Workspace app only.

How to Enable it?

1. Open the Customer Service Admin Center app and click on Miscellaneous under Operations group, and then click on Manage to see New and Upcoming features.

1. Check the Enhanced case experience for the Main Form and Enhanced case experience for Quick Create Form checkboxes, and click on Save.

1. Once you enable the enhanced case experience for the Main form and Quick Create form, while creating a new case, you will see the Enhanced full case form or Enhance Quick Create form as shown below.

But if you want to see the Enhanced form for the existing case record, then you have to set the enhanced form as the default form or set the form order of the enhanced form on top of the other forms.

Note: If the enhanced full case form has a higher form order than the…

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