No need to build a custom control to add a bit more flavour to the case views in Dynamics 365 Customer Service.
As from Jul 31 2022, you can turn on the Modernised Case grid in Dynamics 365 Customer Service.
What is it
The modernized case grid enhances the experience of agents managing cases. The grid uses a new custom control called (Preview) Power Apps grid control that you can configure to be used by your case table.
Here is a snapshot of how the new grid looks like.
Key features
The key features of the grid are:
- Allow for inline editing. Simply double click on one of the columns to edit the content. Note that Next Sla, Last Interaction and Case Age are not editable columns.
- UI enhancements on
- Priority showing an icon next to the text,
- Origin showing an icon next to the text,
- Owner showing the profile picture of the owner if available.
- Show additional information on the grid regarding the Next Sla, the Last Interaction activity on the case and the Case Age.
- Renders the Status Reason choice color directly on the grid.
How it compares to the standard grid control
Below is a comparison of how the new (Preview) Power Apps grid control compares to the Read Only grid control.
As you can see, Next Sla, Last Interaction and Case Age are tailored to use the (Preview) Power Apps grid control and do not render properly on the Read Only grid control.
How to enable customize the new grid
Here is the official documentation on how to enable the grid.
When you configure the new control, you can also specify if you want the grid to be editable or if you want the optionset color to be on.
Additional configuration options are available including the ability to add custom icons.
Let me know in the comment section below what are your thoughts about the grid? Are you using it already? What could be improved?