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Customize quick view forms

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

You can customize the quick view form in the section by navigating to the respective entities and quick view forms. The following are some of the relevant entities.

Card Entity Quick View Form
Customer profile Account > Forms Customer profile
Customer profile Contact > Forms Customer profile
Issue snapshot Case > Forms Issue Snapshot
Recent cases Account > Forms Cases for customer
Recent cases Contact > Forms Cases for customer

The following procedure shows how to modify the Customer profile quick view form of the Account entity. The process is similar for other forms that are listed in the preceding table.

  1. Sign in to the Dynamics 365 instance.

  2. Go to Settings > Customization > Customize the system.

  3. Expand Components > Entities > Account, and select Forms.

  4. Select Customer profile, which is of the type quick view form.

  5. In the form, select the section that you want to customize, such as add a field, and then in the Field Explorer pane, double-click the field you want to add to the form. For example, double-click the Address 1: Address Type field from the Field Explorer pane. The field is added to the section.

  6. Select Save, and then select Publish.

Tip

To edit a quick view form, see Edit a quick view form

See also

Omnichannel system customizers
Customize Active Conversation form