Enable case grids

  • Article

Increase your agent's productivity by providing quick access to information, such as the last customer interaction, case age, and the next SLA breach, with modernized case grids. The modern UI presents data in an intuitive manner that helps you and your agents perform inline edits and quick operations with minimal clicks, facilitating decision-making.

Key features

The following are some of the key features of the modernized case grids:

  • The Enhanced Active Cases view is available for the Case entity with a predefined set of columns that enable agent to:
    • View icons for Priority, Case status, and the Origin channel.
    • View avatars for the assigned Owner.
    • View key data, such as Case Age, Next SLA, Is escalated and Last Interaction, by default.
    • Perform inline edits and update data for columns. For example, agents can double-click the Priority column to change the priority of the case or set the toggle to Yes or No in the Is Escalated column. The updated data is automatically saved only when agents move to the next row. However, edit actions aren't enabled by default. To allow agents to perform inline edits and update data for columns in the view, turn on Configure property Enable Editing in Power Apps. Inline editing for the Status reason column isn't supported.
  • Color coded icons for Priority, Case status, and the Origin channels, avatars for Owner appear in all the case views.

    Note

    Any changes made by Microsoft to the default color palette won't be available automatically if you've customized the colors that appear on the case status field.

  • The ability to use quick navigation to respond to the latest interaction.

Enable inline edits and color coded case status fields

To enable inline edits on columns, do the following:

  1. Go to the application and select Settings > Advanced settings.

  2. Select Solutions. The Solutions page appears.

  3. On the Solutions page, select Default Solution.

  4. Select Switch to classic.

  5. Select Entities > Case.

  6. On the Case page, in the Controls section, select Power Apps grid control.

  7. In the Property section in Enable editing, select Edit. The Configure property Enable Editing dialog appears.

  8. In the Configure property Enable Editing dialog, select Bind to static options, select Yes from the dropdown list, and then select OK.

  9. Select Save, and then select Publish.

Add columns to the case grid

  1. Go to the https://make.powerapps.com portal.

  2. Select Solutions. The Solutions page appears.

  3. On the Solutions page, select Default Solution.

  4. On the left pane of the Default Solution page, select Tables, and then select Case.

  5. On the Case page, select Views.

  6. Select the case type that you want to update, for example, All Cases.

  7. On the View page, select + View column.

  8. In the View column dialog, search for the column that you want to add, for example, the Last Interaction column. The Last Interaction column now appears on the View page.

  9. Select Save, and then select Publish.

Add new icons for Origin and Priority Columns

In the following example, you add a new Option Set Value for the Priority and Origin column.

  1. Go to https://make.powerapps.com portal.

  2. Select Solutions.

  3. Select the solution in which you want to add the web resource.

  4. Select New > More > Web resource.

  5. In the New web resource dialog, enter the following:

    1. Upload your file by selecting the Upload file option.
    2. In the Display name field, enter a display name.
    3. In the Name field, enter the name in the format: Incident/Priority/{Option Set Value}PriorityIcon.{File Extension} or Incident/Origin/{Option Set Value}OriginIcon.{File Extension}. For example, Incident/Priority/100000000PriorityIcon.png.

  6. Select Save.

Revert to legacy grids

If you want to revert to the legacy grids, perform the following steps:

  1. Go to the application and select Settings > Advanced settings.
  2. Select Solutions. The Solutions page appears.
  3. On the Solutions page, select Default Solution.
  4. Select Switch to classic.
  5. Select Entities > Case.
  6. On the Case page, in the Controls section, select Web,Phone, or Tablet for Read-only Grid (default) or delete Power Apps grid control.
  7. Select Save and Publish.

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