Enhancing CRM File Management with Attachment Control in Dynamics 365

In today’s fast-moving business environment, efficient file management within CRM systems is critical to maintaining productivity and delivering a seamless user experience. Microsoft Dynamics 365 offers a modern solution through Attachment Control, enabling users to upload and manage documents directly within record forms—more cleanly and intuitively than ever before.

 In this blog, we’ll walk you through everything you need to know about setting up and using Attachment Control in Dynamics 365. Whether you're managing proposals, contracts, technical specs, or HR documents, this guide will show you how to simplify file handling, reduce clutter, and enhance user adoption with a structured, modern approach. Let’s get started!

Managing customer interactions efficiently requires quick access to all related information—documents, screenshots, and other supporting files. One effective way to streamline this process in Dynamics 365 is by utilizing the Attachment Control component on entity forms.

 The Attachment Control is a modern and intuitive UI element that enables customer service representatives (CSRs) to upload and view file attachments directly within the Case form in Dynamics 365 Customer Service. It enhances productivity by reducing the need to navigate away from the record to manage files.

 Although originally intended for the Case entity, this control can also be configured on other entities like Account, Contact, Lead, and more. This flexibility allows users to access and manage files associated with emails or notes, providing a centralized and comprehensive view of customer interactions and their related documentation.

Adding the Attachment Control to a Form

To enhance user interaction and file accessibility on your forms, you can add the Attachment Control by following these steps:

Step-by-Step Instructions

1. Navigate to Power Apps and locate the entity (table) for which you want to add the control (e.g., Case, Account, Contact).
2. Select the form where you want the Attachment Control to appear.
3. Locate the Attachment Control Click “More components” in the left-hand pane to expand the list of available controls. If the Attachment Control is not listed, click “Get more components” to load available controls.
4. After it appears, simply drag the Attachment Control to the section of the form where you want it displayed.
5. Configure the control’s properties as needed, such as enabling it to display attachments from emails or notes.

6.      After configuration, click Save and then Publish to apply your changes and make the control live for users.

To enable this functionality, make sure the “Full Case Form” option is turned on under Enhanced Case Experience in the Copilot Service Admin Center.

This is a sample Case record viewed within the Customer Service workspace. Within the Attachments tab, users can view files associated with Notes through the Attachment Control. If email integration is enabled, the control will also list attachments from related Emails.

The Attachment Control provides useful features:

• Search for files by name.
• Switch between Grid layout and Title view.
• Upload new attachments.
• Download existing files.
• Delete files directly from the control interface.

This unified interface enables service agents to manage all case-related documents efficiently from a single location—improving productivity and streamlining the customer support process.

The attachment displayed in the below screenshot originates from a Note linked to the Case. As shown in the screenshot below, the same attachment is visible within the Notes section of the Case record.

Viewing Attachments on Other Entity Forms

The ‘Add Attachment’ feature is available exclusively for the Case entity. On other entities like Contact, and Account, users only view attachments but cannot upload new ones. Additionally, on these entities, the control becomes visible only after the record has been created, or when opening an existing record. It is not displayed during the creation of a new record.

Deletion is supported only for files uploaded using the Attachment Control. Attachments displayed from Notes or Emails are view-only and must be deleted from their source record.

Limitations & Considerations

While the Attachment Control greatly enhances the user experience, there are a few limitations and important considerations to be aware of:

• Upload Functionality Is Limited to Case Entity Direct file uploads through the Attachment Control are currently only supported on the Case form in Dynamics 365 Customer Service. On other entities such as Account, Contact, or Lead, the control is read-only and can be used only to view existing attachments (typically those linked to Notes or Emails).
• Storage Consumption Files uploaded through this control are stored in Dataverse file storage, which counts against your environment’s storage quota. Monitor usage through the Power Platform Admin Center.

 Conclusion

The Attachment Control in Dynamics 365 offers a modern, streamlined approach to managing files directly within entity forms—enhancing both usability and document accessibility. While full upload capabilities are currently limited to the Case entity, the ability to view attachments across other entities like Accounts, Contacts, and Leads still provides valuable context and improves the overall customer interaction experience. By configuring this control thoughtfully, businesses can reduce their reliance on external document repositories, keep critical files close to the data they relate to, and boost productivity for end users.

As Microsoft continues to evolve the platform, we can expect even more enhancements around file and document handling in the future. For now, leveraging the Attachment Control is a smart way to modernize your file management experience within Dynamics 365.