Client snapshot
A Mining Company using Microsoft Dynamics 365 to manage customer transactions, service requests, and operational workflows across sales and customer service teams.
The challenge
The business had a high volume of repeat scenarios:
- “Create an order exactly like last month—just change the date and quantities.”
- Re-creating similar quotes for recurring customers and standard product/service bundles
- Cloning similar cases for recurring issues
In Dynamics 365, rebuilding records manually created avoidable friction:
- Time wasted recreating transaction headers + line items
- Risk of missed fields, incorrect pricing, or old dates being carried forward
- Inconsistent record creation across users and teams
- Service teams spending time recreating similar cases instead of resolving faster
They wanted a solution that felt like a controlled “Save As”—simple for users, configurable for admins.
The solution
Copy Record Set by MTC (Dynamics 365 add-on)
The Mining Company implemented Copy Record Set to enable one-click cloning of transactional and service records directly from:
- the form command bar, and
- views (list pages)
Users could copy records whether they were open or closed—then edit only what changed.
What was implemented
1) One-click copy for everyday transactions
Users select a record → click Copy Record → a new record is created instantly and is ready to edit.
2) Supported record types
Configured for key business records such as:
- Quotes
- Orders
- Invoices
- Cases
- (and additional custom entities where required)
3) Copy from forms and views
No extra screens or separate copy wizard—users copy where they already work.
Admin-controlled copy rules (one-time setup)
This is what made the solution scalable and safe for production use.
4) Field-level control: what should not copy
Admins configured do-not-copy fields to avoid carrying forward values that must reset, such as:
- record numbers / unique identifiers
- statuses, approvals, and posting flags
- “processed/sent” type indicators
- dates that must always be refreshed
Rule: Any attribute selected in the configuration is NOT copied into the new record.
5) Related records: header-only or full copy
Admins defined whether the copy should include related records like:
- Quote Lines / Order Products / Invoice Products
- Notes and attachments
- other 1:N relationships (including custom relationships)
This supported both:
- Header-only copy (shell record)
- Full copy (header + line items + attachments)
6) Naming format standardization
A consistent naming format (prefix/suffix like “Copy -”) was applied so copied records are easy to identify during review and audit.
Results & impact
Sales & operations
- Faster creation of repeat quotes and replenishment orders
- Reuse of standard bundles without rebuilding line items
- Fewer manual entry errors and less rework
Customer service
- Quicker duplication of recurring case patterns
- More consistent case data and faster handling
Admin & governance
- Standardized record creation across teams
- Strong control over what resets vs what carries forward
- Easy to extend configuration to more entities over time
Why it worked
The Mining Company needed speed without sacrificing control. Copy Record Set delivered:
- End-user simplicity (one click)
- Admin configurability (field + relationship rules)
- Consistency at scale (repeatable, predictable outputs)