Customize Case Resolution Dialog Box – 2020 Release Wave 1

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With the 2020 release wave 1, we can now customize the case resolution dialog box

In fact, we can select between the standard dialog, customized dialog box or quick create dialog experience for the users.

The default out of the box Resolve Case Dialog Box ->

Let us select the style as Customizable Dialog.

Now to add or remove fields to the dialog box, we need to customize the Main form of Case Resolution entity.

We can change the ordering of the fields, add or remove the existing fields on that entity. (We cannot create and add new fields to the form).

Updated Resolve Case Dialog Box.

Now let us specify Quick Create Dialog as the default style.

It opens the Quick Create form for us

Let us customize the Quick Create form

After saving and publishing the changes

We can see the changes reflected.

We can also specify business rules now

This allows us to capture additional information which could help us in reporting and analysis, and also it was one of the most requested features in the product for long.

Check other blog posts on

Release 2020 Wave 1:

Release 2019 Wave 2:

Hope it helps..