Enhanced case form and quick case creation

What it does

The enhanced case experience swaps the standard case form in the multisession workspace for a purpose-built layout with its own controls — grouped subgrids, an attachment control, colour-coded choice fields, queue detail and a rich-text notes editor. It comes with a matching quick form for fast case creation.

Key facts

Available only in the multisession workspace app (Copilot Service workspace, previously Customer Service workspace). It does not apply to Customer Service Hub or any single-session app.
Enabled in the Copilot Service admin center under Case settings > Enhanced case experience, with separate toggles for the Full case form and the Quick case form.
The full form ships as Case for multisession experience; the quick form defaults to Enhanced quick case form, and you can point the toggle at a different form.
It is generally available, not preview.
The controls that make it different: an associated grid control that hosts up to four related-record subgrids in one place, an attachment control, an option set wrapper that renders choices such as Priority and Status with colour, a queue item control showing the queue and Worked By, a due/overdue open activities control, and a rich-text notes control that only works on the case table.
Enabling the toggle isn't the whole job. For existing cases to open on it, the enhanced full case form has to be set as the default form for the relevant security roles.
The reverse problem exists too: if the enhanced form sits above the default form in form order, agents get it whether or not you meant to enable the experience.
The forms are customisable in Power Apps like any other main form — the Configure link in the admin centre takes you straight there.
If an agent switches away using the form selector and can't get back, the form's ShowInFormSelector value is set to False and has to be flipped in FormXML.
The customer details pane is tied to the enhanced form. Switch to another form and it doesn't refresh or close on its own; the agent has to close it manually.

When to use / skip

If the client is on the multisession workspace and cases are the main work item, turn it on. The layout is better than the classic case form for an agent working several sessions, and the quick form is a genuine win for phone work where the agent is typing while talking.

Skip it if the deployment is Customer Service Hub only, or if the client has already invested heavily in a customised case form with scripts, business rules and a tab structure agents know. Migrating that onto the enhanced form is a real piece of work, and the payoff is layout, not function. Also skip the quick form if the client's case creation genuinely needs a dozen mandatory fields — a quick create that isn't quick just adds a step.

Configuration decisions

Whether to enable the full form, the quick form, or both. They're independent toggles and there's no rule that says you need both.
Whether the shipped enhanced form is used as-is or forked into a client-specific copy. Fork if you're customising, so release-wave updates to Microsoft's form don't collide with yours.
Which four related records go in the associated grid control. Four slots, so choose them from how agents actually work — child cases, activities, knowledge, entitlements — rather than from the data model.
Form order and default form per security role, which decides who actually sees this and when.
Whether the quick case form points at the shipped form or a custom one, and what the minimum viable set of fields on it is.
Whether existing form scripts and business rules are carried over, retested, or retired.

Gotchas

Form order beats intent. The commonest surprise is agents seeing the enhanced form on new cases before anyone deliberately enabled it.
Enabling the toggle without setting the default form leaves existing cases opening on the old form and new ones on the new one — agents notice immediately and report it as broken.
The rich-text notes control is case-only. Don't promise it on custom tables.
The customer details pane not refreshing when the agent moves between forms looks like stale data and gets raised as a data quality bug.
Once an agent lands on another form via the form selector, they may have no route back without a FormXML change. Check ShowInFormSelector before you ship.
Custom controls and scripts written for the classic case form don't automatically behave the same inside the new controls. Retest anything that manipulates tabs or sections.

Consultant notes

Demo the quick case form to the phone team and the full form to the back-office team. They'll value different halves of it.
Do a proper before-and-after with a real agent on a real case. This is a usability feature, and usability arguments are won by showing, not describing.
Check form order, default form and role assignment as one item on the go-live checklist — three settings, one visible outcome.
Tell the client this is workspace-only. If any part of the business runs on Customer Service Hub, they will not see it and will ask why.
Push back on rebuilding a heavily customised case form onto the enhanced form mid-project. It's a phase-two item unless the client is already unhappy with the old layout.

Worth another look each release wave — the enhanced controls have been picking up capability steadily.