CRM Case Management
In this Article, we are going to analyze how Dynamics CRM case management works.
One of the most powerful features of Microsoft Dynamics CRM is 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 help incident-based services called as Cases.
The Case Entity gives incident based tracking for problems that may arise from customers, whether they are external or internal. The customer service representative creates an incident (case) to track a customer request, question or an issue. All actions and the communications can be tracked in the incident entity. The incident can be in one of the 3 states Active, Resolved or Cancelled.
The Dynamics Customer Relationship Management (CRM) Case Management is designed to track the process from an initial intake of an incident, tracking the details throughout the remedy process and through the final resolution.
Microsoft Dynamics Cases are used in support desk scenarios, in which a customer has a problem with a product or service; the activities to resolve the issue need to be tracked in an organized manner from when the problem was first reported to a resolution of the issue.
In this post, we are trying to provide step-by-step guidance on how to add a case, the significance of automatic case creation, and creating rules.
How to add a Case?
Below are the steps to create a Case in Dynamics CRM: –
1.Using the top navigation bar in the CRM choose the Service > Cases as shown in the following screenshot.
2. On the command, bar click New Case.
3. Fill the necessary fields in a new Case form. The required fields on the form are Title (name of the Case), Customer(lookup to select the associated account in CRM).
4. After filling the data click to the Save & Close.
The new case is created and it will stay open, and it can be assigned to the user, team or added to a queue to be worked on. Once the case is created, the activities can be tracked and linked back to a Case.
If time is being tracked within the activities, CRM will roll up and total the time recorded in those activities so that the time can be used for reporting and analytical purposes. All the activities must be done before the Case can be resolved.
Automatic Case creation
While working with cases in Microsoft Dynamics CRM, you might have to automatically create cases based on certain defined business rules and from multiple sources like email, chat, and so on.
This feature will take the automation to a further level, where in Dynamics CRM out of the box provides Automatic case creation with some basic configuration steps.
A recent feature in MS Dynamics CRM, Automated Case Creation process enables to set rules that help to trigger new cases received by email.
Combined with the routing rules Dynamics CRM gives functionality to create cases by avoiding the manual process of conversion of emails to cases.
Steps to set a Case creation rule:
- Go to the Settings->Service Management->Automatic Record Creation and the Update Rules.
- From the command, bar select the new option
- A window will pop up and there we can specify the source of the case [example: email] and other details
- In the next step, we have to mention the conditions for case creation.
- Final step the rule should be activated.
When the email comes based on the conditions of the rule, the Case will be created in CRM.
This provides a higher flexibility to the administrator to write complex process, trigger multiple actions on the basis of different criteria.
Below are some screenshots to explain the creation of rule and configuration of actions