In our Customer Service processes, most of the time we need to have attachments when we resolve a case. And our agents have asked this functionality. We could customize the Case Resolution table in Dynamics 365 in order to show attachment in the Case timeline. But, unfortunately it is not possible to configure Portal Timeline to show Case Resolution attachments. We can show Notes attachments, Portal Comment attachments, but not the Case Resolution attachment.

Category: Case Management
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.


PM, Microsoft.