Nasu,

I have somewhat gotten around some of the limited text fields in the CRM
Case routing by using a series of linked activities where I collect the
documentation from each person that works on the case until it is closed and
link those activities to the case.

It is a real shame that CRM is so limited in its capabilities to use the
documentation tools in Microsoft Office as part of this process of
documenting and tracking a case. I often get emails from customers with full
details of the problem describing exactly what the problem is, the steps to
reproduce it, and screen shots of the forms being used and the error
messages produced. All of the formatting, screenshots, and half of the
message content is lost if I try to past it into any of the descriptive
fields provided in CRM. Also there is no provision for attaching a formatted
email to a CASE.

Also I started creating some Knowledge Base Articles using the CRM Knowledge
Base. I found similar limitations on formatting and presentation in the
Knowledge base. The most irritating thing is when a Knowledge Base article
addresses an issue and you are talking to the customer on the phone there is
no button to press to sent the customer on the phone an email of the
Knowledge base article so you can review it with him. I think the CRM
developers must have come from the age of teletype messages and regular
mail.

Bill Walter

"nasu" <nasu@discussions.microsoft.com> wrote in message
news:B2E2EDE9-7372-4649-B6D9-76717E2E6CEC@microsoft.com...
> Howdy. Is there a way to increase the maximum character allotment in the
> Description field (above 2000) in the Case *Resolved* Form?
>
> I know how to increase the allotment for the Description field in the
> regular Case view:
>
> (Settings > System Customization > Cases > Customize Form > Description >
> Change Properties > Formatting > Maximum Length)
>
> but not in the Resolved Form. Thanks!