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D365 Updates

Case Management In D365 For Customer Service

The Case Management in Customer Service Hub in Microsoft Dynamics 365 is optimized for the Customer service module which is one of the most powerful features in CRM. It is a focused, interactive interface, designed to simplify your day-to-day job. The case management shows you all your vital information in one place, and lets you focus on the key activities that require your attention. Instead of just showing data and charts, you can click on different parts of the dashboard and interact with the displayed data.

case management

case management


The Customer Service Module which allows us to manage and track customer service activities in an organization. Customer service functionality is broken down into two parts- Service Management and Service Scheduling. Service Management is designed to support incident-based services called Cases. A case is a record representing a single incident of a service which provides tracking for issues that arise from customers, either external or internal.

A customer service representative creates a case and the main objective is to resolve the case. Resolving a case can be accomplished with many different approaches. The Case Management starts tracking the process from the initial entry of an incident to the details and throughout the remedy process and through final resolution. An incident can be in one of the three states Active, Resolved or Cancelled.

Creating a Case in Case Management

  • In the Customer Service Hub sitemap, go to Service > Cases. The  Active Cases view is displayed. You can switch between case views using the drop-down. On the Command Bar, click New Case and this will open a new Case record.

creating a case

Alternatively, you can quickly create a new case by selecting quick-create-case in the nav bar and selecting Case. This opens a vertical flyout towards the right side of the screen.

  • Go to Summary and in the Case Title field, type a descriptive title to identify the case.

creating a case

  • Use the Subject field to select a subject. Associating cases with subjects helps you search for cases with similar issues and find related articles.
  • Select the Customer from the lookup button. If a customer record doesn’t exist, you can add a new customer record using the Entity tab.
  • Using the Origin field, select the channel through which this case was initiated.
  • Select the Entitlements lookup button and select an active entitlement. This is to see what kind of support you should provide the customer. If an SLA is associated with entitlement and the same entitlement is applied to a case, then the associated SLA becomes applicable for the case.
  • The Details tab shows Case DetailsAdditional DetailsSocial DetailsDescription, and Applicable SLA of the case.
  • The Case Relationships tab shows a Merged Cases and Child Cases list. The Case Relationships tab also shows a list of knowledge articles associated with the case, in the Associated Knowledge Records sub-grid.
  • When the Case information is complete, click Save & Close
creating a case

creating a case

  • The Business Process flow bar appears and displays the process stages to guide your case towards completion.
creating a case

creating a case

Manage Activities from the Timeline

All interactions and communications you’ve had with your customer can be seen by adding them as activities in the Timeline section.

The Timeline section gives you a single view of everything that’s happening on a case like an email received, a follow-up task that you created, system posts that are automatically generated when the cases are created, or any notes you take while talking to the customer. You can sort the Timeline in both ascending or descending order of time, as per your wish.

  • You can see any interaction missed from the previous day or week at the top of the What you missed
manage activate

managing activities

  • Create a new interaction


Merge Cases

When multiple cases are created for the same issue through different support channels, you can merge those cases into one case to eliminate redundancy. When a case is merged, the state of the case is changed to cancel, and the status is changed to merged. This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into.

  • Select Service > Dashboards.
  • Select at least two active case records that you want to merge using the Bulk select button bulk-select
  • Click the More Actions button and then  Merge Cases.
  • From the list of cases in the Merge Cases dialog box, select the case the other cases will be merged into, and then select Merge.

Resolving a Case

  • Open the case record. On the top of the screen, click the Resolve Case button which will prompt the same dialog box as above.
Resolve a case Step 1

Resolving a Case

  • Close all the case activities. If there are open activities associated with the case, you’ll see a message saying that the open activities will be canceled if you resolve this case. To continue, select Confirm.
  • In the Resolution Type list, select how the case was resolved. In the Resolution box, enter a short explanation of the resolution. The Total Time box gives the total time spent on the activities for this case.
  • In the Billable Time list, enter the amount of time spent on the case to be billed to the customer and select Resolve
case resolve

resolving a case

Cancel a Case

  • Open the case you want to cancel from the list of Active Cases, and then on the command bar, select Cancel Case.
  • In the Confirm Cancellation, select either Cancelled or Merged
  • Select Confirm

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