Introduction
Today, I saw one question on
Microsoft Community which inspired me to write this article (If you are still not part of the Microsoft Community forum, you are really missing a lot of learning. This is a great learning source; I have learned a lot from community forums. So, join it today to share your knowledge with others and learn from others !!). In this article, we are going to discuss a no-code solution to copy Phone Call description to an associated case while converting phone call to the case.
Requirement
While working on Phone Call to Case conversion, let’s say, we want to copy the description field from a phone call to its respective case.
Solution
Normally, this is done using system mapping where you can add fields mapping from a Parent entity to Child entity if you are creating Child record from Parent entity. But that option is not available here, so should we directly consider writing code? Well, before writing any code, it is a best practice to see if requirements can be fulfilled using an out of the box solution or other related applications, like Flow, which can be used by a business user as well (who is non-technical normally). But we should consider using Microsoft Flow only if something can’t be done using Dynamics 365 CE workflow. Back to our question, to implement our requirement, we can create a workflow using the following steps. I am doing it on my Trial environment.
Navigate to Settings. You can navigate to Settings in the new Unified Interface app using the following steps (Make sure you have required permissions).
Now, navigate to the Settings -> Processes and click on the "New" button to create a new process.
Fill in the details like the following.
Select Scope (We are going to use Organization here because it should be available to every user in the organization) and triggering field in the next windows like the following. We are going to use the "Regarding" field here.
Next, click on "Add Step" and select "Check Condition" option. Here, we are going to check if Regarding is the Case. Configure if the condition is like the following.
Now, click on the row after if condition and select "Update" from "Add Step". We need to configure the "Update step" like the following and we need to click on "Set Properties".
Now here, we need to copy the description field from phone call to case description field. Navigate to the Form Assistant using the following steps.
Now, our workflow is ready. Click on the "Activate" button to activate your workflow and now, when you will convert a phone all to Case, it will copy the description field value after a couple of seconds as this is an Asyn workflow. If required, you can change it into a Real-Time Workflow.
Summary
This way, we can use out of the box solution for copying phone description field to regarding case. You can configure other fields as well in a similar way. Keep in mind that you need to have the required permissions to create a workflow.
Stay tuned for more Dynamics 365 CE content!