Duplicating of record is one of those nifty features that doesn’t exist in PowerApps / Microsoft Dynamics 365 for Sales & Customer Service out-of-the-box.

Using Zap Copy Record App you can Copy, Clone or Duplicate Records in single click!

In this blog, we will show you how easy it is to Clone Parent-Child Cases in Dynamics 365 for Customer Service using Zap Copy Record App!

Parent Child cases helps businesses resolve issues faster by allowing agents to divide a case into smaller sub-cases, that can be worked on in parallel by different agents.

Let’s say your business takes on a new customer. A lot of due diligence happens before your teams begin working on the briefing of the customer: market research, background checks, legal overviews and so on. These are tasks that most of your team will work on in parallel.

Now, most teams make do by creating a case request and forwarding it to different teams and following up with them. However, with parent-child cases, an agent can create multiple child cases for different teams to complete – they can divide the parent case of due diligence into child cases – background check, market research etc. and assign it to the individual teams.

This way, not only is there increased accountability and visibility for agents but the overall resolution time can be reduced, ultimately leading to improved customer satisfaction.

To configure parent-child case settings or to learn how to associate cases as parent and child, refer Microsoft KB article.

Using Zap Copy Record App, we can CLONE PARENT Case along with all its CHILD Cases in 1-Click! A super productivity boost for your support agents!!!

Now let’s see how we can configure Zap Copy Record App to allow parent-child cases cloning:

Step 1: Open Zap Copy Record App, and browse to “Copy Templates”

Step 2: Open Case Copy Template and select relationship “incident_parent_incident” (as shown in screenshot below):

That’s it! You will now be able to Clone Parent-Child Cases in 1-Click!

For more details, regarding Zap Copy Record App refer features page!

For list of all Zap Dynamics 365 Apps, check out: https://zapobjects.com/

Zap Recent Updates (Aug 2024)

1. Completely Revamped: Zap Attachment Viewer (with drag-and-drop) (v30.0.1.9): Now pin attachments to the top of list – when viewing attachments for Case / account etc. This way your users will not miss any important attachments. (link)

2. New Version Released: Zap PSA Time Entry App (Track Time against Cases): Track and log time spent by support agents on cases directly from Case form (either using built in Timer functionality or manually add Start & End Times or duration)!

3. New Version Released: Zap Helpdesk App (v68.0.1.9) :”Quick Response” feature added to Dynamics New Email Form – allowing agents to compose email faster by auto-populating recipients, subject & body. (link)

4. New Version Released: Zap Copy Record App (v 25.0.1.9):
– Now CLONE Field Service Work Orders in 1-Click (link)
– Now schedule a record to be CLONED at a later date e.g. creating recurring opportunities (link) ; creating recurring maintenance cases (link)

5. New Version Released: Zap Notifications App (v 55.0.1.9):
– Now generate even Push Notifications! (link)
– Send In-App Notification when User/s are mentioned in Timeline of any record (link)

6. New Version Released: Zap Report Scheduler App (v 36.0.1.9): 2 new monthly scheduling options added. e.g. schedule report for FIRST Monday of every month / Last Friday of every month / First of every month / Last date of every month etc (link)

7. New Version Released: Zap Email Parser App (v 33.3.1.9): Support for creating multiple parsing rules for same field. Example: Email address from within email body could be extracted by searching for labels: “Email:”, “Email Address:”, “E-Mail:” etc. Now you can create multiple parsing rules for same destination field.

8. New Version Released: Zap Calendar Pro (Team Calendar + Map Any Entity Data to Calendar):
– Display activities in Team Calendar – color-coded by Owner. (earlier you could display activities color-coded only by activity type).
– Ability to set any event (custom entity) as recurring.

For questions regarding any Zap App, email sales@zapobjects.com.