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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / "Follow-mode"
Service | Customer Service, Contact Center, Fie...
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"Follow-mode"

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Posted on by CU30060135-0
Hi!
 
I want to know if it's possible for me to use some sort of "follow-mode" for a case without being the "owner of a case." For example, I want to see what a colleague is working on and to know if the case is being solved without having to copy the case number into search every time; instead, I want to receive a live update when an action is taken on a case.
 
I use the "Customer Service Workspace" on Dynamics 365.
 
Thank you.
Categories:
Case Management Agent
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 1,775 on at
    "Follow-mode"
    The "Follow" feature can be helpful for essentially curating a small list of records for you to keep an eye on, without taking ownership yourself. However, if you want some sort of notification around cases being completed or another action is taken you will need to create some automation to tack on top of the Follow functionality.
     
    For example, you can write a Power Auomate Cloud Flow:
    • Trigger it on any change to cases that you want to watch out for (example, if the status is changed or the owner is updated)
    • Once it triggers, check to see if this is a case that you are following. The follow action is stored in a table, and you can get some more information on that by looking at the filters on system views for "Cases I follow" or a similar type of view
    • If this is a case you are following, you can notify yourself by sending an email, creating an in-app notification, or a Teams message, or anything else through Power Automate
  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 553 Most Valuable Professional on at
    "Follow-mode"
    1. Use the Native “Follow” Feature
    • Open the case record.
    • Click “Follow” (in the ribbon or ellipsis menu).
    • You’ll receive updates in your What's New feed (if enabled).
    Limited visibility — updates are shown in the timeline, not real-time alerts.

    2. Use Power Automate for Live Notifications (Recommended)
    Create a Power Automate flow to send you a Teams message, email, or in-app notification when:
    • A followed case is updated (status, notes, assignment, etc.)
    Trigger:
    When a record is updated on the Case entity
    Condition:
    Check if your user is in a custom “watcher” list or if you’re following the case
    Action:
    Send message or alert

    3. Use a Custom “Watcher” Lookup or N:N Relationship
    • Add a "Watchers" subgrid on the case (linked to Users)
    • Use it to let multiple users track the case
    • Combine with Power Automate for notifications

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