Maximum Child Cases: Inconsistent details between Microsoft Learn knowledge check and product documentation page

Question

There is a question on the Managing cases with Microsoft Dynamics 365 knowledge check page in Microsoft Learn that asks: What is the maximum number of child cases that can be associated with a parent case using the out of the box functionality?

Answer options presented are 10, 100, 500, 1000, Unlimited. "Correct" answer for the question is 100, however, when reading the Define parent and child case settings page it states:

• Maximum number of child cases: Specify a number that denotes the number of child cases a parent case can have.
• Note: We recommend that you specify a smaller value for Maximum number of child cases to avoid performance issues when cases are resolved or merged.

So, which page is correct?

This question is related to the following Learning Module

Answer 1

Hi Justin Reading,

Thank you for reaching out to us on Microsoft Q&A forum.  

I am pleased to address and clarify the doubt. The maximum number of child cases that can be associated with a parent case using out-of-the-box functionality is indeed 100.

n D365, a parent case can be linked to multiple child cases using the Case Hierarchy feature. This allows users to manage related cases in a structured way, where a parent case acts as the root cause and the child cases are linked to it, often representing related or subsequent issues.

Out of the box, Dynamics 365 enforces a limit of 100 child cases that can be associated with a single parent case.

The limitation is primarily due to performance considerations. Allowing an unlimited or excessively large number of child cases linked to a single parent could result in slower load times, inefficient data processing, and potential system timeouts when querying related records.

If an organization needs to associate more than 100 child cases to a parent case, it will require customization. In the document, it is also recommended that you specify a smaller value for the maximum number of child cases to avoid potential performance issues when cases are resolved or merged. This could be accomplished through custom entities, workflows, or other solutions designed to manage more complex relationships.

If you are still facing any issue, please let us know in the comments. We are glad to help you.

If the information is helpful, please Accept Answer so that it would be helpful to community members.