What action should you take if you want to create a new case record for an existing customer, ensuring it opens in a new session?

When creating a new case record for an existing customer, ensuring that it opens in a new session is important for maintaining workflow and providing a seamless user experience. The action of pressing the Shift key while selecting the New Case button achieves this by instructing the system to open the case in a new window or tab. This allows users to keep their current context intact while simultaneously working on a new case.

This approach is particularly useful in customer service environments where representatives may need to refer back to previous cases or records while entering information for a new case. By opening in a new session, it minimizes the risk of losing the current context and promotes multitasking.

Other options do not serve this particular purpose as effectively. While selecting the New Case button directly opens a case, it does not ensure that it opens in a new session. Similarly, using Ctrl may have different functions depending on the system's configuration or the focus of the application, but it is not a standard method for opening a new session in Dynamics 365. Selecting from the Cases Available to Work On subgrid may direct you to a specific set of cases but does not inherently address the requirement of opening a new session.