In order to provide world class customer service, businesses need to have the ability to see everything about a customer's interaction with their company support group. In Microsoft Dynamics CRM, a customer's interactions are tracked by Cases. (You can also track Activities and Notes—read more about best practices for that here.)
While cases themselves have a specific place they can be found within CRM, sometimes it's more efficient to have these located on the Account form itself. Below we will show you how to make this happen by adding a sub-grid to the account form.
- Lets start by going to Settings > Customizations > Customize the System. This will bring up a pop-up window.
- Now, go to Entitities (expand) > Account (expand) > Forms and double click the Information (Main) Form. This open another pop-up window.
From here, click on Insert at the top left and choose One Column from the ribbon bar labeled Tab. This will create a new tab on your form. Feel free to position this tab anywhere you would like it to show up on the account form.
- Now that we have the tab on the account form, let's name it. Double click on the tab to bring up a pop up window. It is recommended to leave the Name field as the default value. In the Label field, go ahead and give and name for this tab. In this instance, we'll name it Case History. You can select the check boxes as you see fit.
Click on the Formatting tab and select One Column, then click OK.
Next we need to add the sub-grid to the tab. Select the section and then click Sub-Grid from the ribbon bar at the top. This will pop up another window.
- Give this sub-grid a unique name. We'll call it case_history.
On the Data Source section, you have three drop downs that need to be configured.
- Records: Select Only Related Records. Choosing this will ensure that only cases related to this account will show up in the case history.
- Entity: Select Cases (Customer).
- Default View: I chose All Cases as my default view as I want to see active and inactive cases for a complete case history for this account.
- Once you have that completed, click on the Formatting tab at the top. Select Two Columns. You can select the amount of rows you want as a default, or you can select Automatically
expand to use available space. Click OK.
Now you have the sub-grid located on the account main form.
- Now you just need to save and publish the form.
Let's go see what our new tab looks like on the account form!
You will see in the upper left information bar that our Case History tab is there. Click on it and it is populated with all cases for this particular customer.
If you are interested in more ways to make your system more efficient, you can try any of our PowerPack add-ons for free.