Microsoft Dynamics CRM Case Management

The Case / Service management entity in Dynamics CRM and Dynamics 365 offers management of your customer service management, incidents or support tickets.  It’s a great way to manage your service requests or cases and manage them using technology to remove some administrative time, never miss an SLA and drive results. 

The case entity provides a great wealth of functionality, for example, parent-child case hierarchy, creating queues, case routing, service level agreement (SLA)management, reporting and case creation. These features will help you to track a case from creation to resolution for your customers, either internal or external. 

Many organisations utilize the Microsoft Dynamics CRM case management entity for help desks where a customer raises an issue in reference to a service or product they have procured from you, however you can use cases in any scenario where a request is being made to your business where you need to track against SLAs and manage successful outcomes for your clients.

The case entity in Microsoft Dynamics CRM is highly configurable and so it can be tailored to your precise organizational needs and it has a helpful process bar that can be used to ensure that your teams know the next steps to take. 

Cases can be assigned to CRM users or teams and cases can be added to queues to provide efficient case management against your available resource. 

What’s available in the Dynamics CRM case management entity?

You will be able to add cases with ease, complete required fields and look up to customers or other contacts as your business needs.  The owner of the case defaults to the person who created the case but this again is configurable.  Once a case is active users can assign the case to other users or a team or add it to a queue for the right people to work on that case for your client. 

Another option is to use routing rules.  If you choose to have these routing rules in place the case will be set using  save and route”button.  When a user ‘saves and routes’ the case will be automatically routed to the team, user or queue, based on thecriteria you need.   There is an activitypane in the case entity where you can manage activities and trackconversations, progress or next actions.

To resolve a case in Dynamics CRM and Dynamics 365 you can do from the case form or from the viewso you don’t have to open that case to close it.  When a case is resolved it will remain inyour database as inactive for historic auditing.

Once a case is closed in Dynamics is can be reopened by reactivating the case. 

Routing Cases in Dynamics 365 and Dynamics CRM

Routing a case is where certain criteria is set to automatically route cases to the right people.  Routing can also be used to escalate cases to queues.  This feature is really useful to drive customer service and to ensure that the right people are working on the case as optimally as possible.  The routing rules feature creates a workflow in the background that automatically manages the case based on the criteria that is set for the routing.  Please note that one routing set can be active at any one time.

It is important to note that this case/service management functionality is available in the Microsoft Dynamics CRM / 365 product if the CRM Online Spring ’14 has been applied, or if the CRM Online 2015 Update is installed.  For on-premises CRM sites this feature is available only if the CRM 2013 Service Pack 1 is installed, or if the site is updated to CRM 2015.

Want to find out more about how you can manage your cases or service requests using technology?  Call us for a demonstration!  

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