Parent/Child Case relationships are among many updates rolled out as a part of Microsoft Dynamics CRM's Spring '14 Wave. Prior to utilizing this new relationship it is important to learn how to Configure the Settings for Parent and Child Cases. To learn about more new features of the Spring Wave check out PowerObjects' Top 10 new Feature of Spring '14 Wave.
Once the user has the Parent and Child Case settings configured to their liking it is time to create the Parent/Child relationship between cases.
There are three ways to create a parent/child relationship between records in CRM:
Creating a child case directly from the case form.
- Navigate to ServiceàCases and open the record of the case that the user wishes to be the parent in the relationship (Damaged Delivery in screenshot).
- Click Create Child Case in the ribbon.
3. This button will drop down a quick create form, on which the user must fill out the required fields that are delineated by a red asterisk.
4. Click Save and your parent/child relationship has been established.
NOTE: This could be useful when the same issue is being reported multiple times; the first time it is reported, patient zero, becoming the parent case and all ensuing, matching, issues being created as child cases. This could be leveraged to help identify a systemic, root, issue and help expedite the process of reconciling the issue.
Two existing records can also be related to one another after each has been created, when a relationship is discovered ex post facto.
- In order to accomplish this the user will again navigate to ServiceàCases.
- Then the user must select the two cases to be involved in the Parent/Child Relationship.
- Click Associate Child Cases button, which will render on your ribbon once your have selected a second record.
4. From the ensuing dialog box that CRM displays you must select which record will serve as the parent for the relationship. Relationships such as this can be created between up to 100 records, however, the user may only designate one parent case. The parent/child functionality does not extend into a hierarchical format, meaning, as of now, no case can have a "grandparent" case.
5. Click Set.
From the case form you may also establish this relationship type from within the Child Cases sub-grid.
- Expand the Case Relationships Tab on the form of the case that the user wishes to be the Parent Case.
- Click the + sign above the Child Cases sub-grid; this will render a look-up view.
3.Click the hourglass and either:
4. Select an existing case to associate as a Child Case.
5. OR, click the +New button on the bottom right of the expanded look-up view.
Note: The +New button will render the same quick create form as the first process described in this blog post.
Here at PowerObjects we are very excited to be delving into the new features available with Spring '14 Wave. Case Merging and the new Case Timer are just a few of the features that the PowerObjects Blog has already covered. Be sure to check back with us for all of your Dynamics CRM needs. Happy CRM'ing!