Overview of Case Management in Microsoft Dynamics 365 for Customer Service

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Microsoft Dynamics 365 for Customer Service is a powerful system to unify the way people experience your business. It makes information available across engagements so your agents can offer the consistency and personalization your customers expect (and require).

One area that we feel is especially powerful for our clients is Case Management.

Would your company benefit from Case Management? Take a look at our last post: 5 Questions To Determine if You Can Benefit from Case Management in Microsoft Dynamics 365

With that in mind, in this post we will give an overview of how Case Management works and the high level benefits. Then in our next post we will talk about specific industries, including many outside the traditional “customer service” model, and how they benefit from Case Management.

Case Management Overview

Microsoft Dynamics 365 Service Management is designed to support incident based services called Cases.

  • The Case Entity provides incident based tracking for issues that may arise from customers, whether they are external or internal.
  • A customer service representative creates an incident (case) to track a customer request, question or a problem.
  • All actions and communications can be tracked in the incident entity. An incident can be in one of the three states Active, Resolved or Cancelled.

Microsoft Dynamics 365 Cases are commonly used in help desk scenarios, where a customer has an issue with a product or service. Then the activities to resolve the issue can be tracked in an organized way from when the issue was first reported to resolution of the issue.

  • Keep track of the customer requests and issues by creating support cases in Dynamics 365.
  • When a customer contacts support with a question or problem, it can be quickly verified if there is an existing case or open a new case and start tracking the issue.
  • The cases can also be escalated, reassigned, or put a case back into the service queue if enough information is not available or due to time constraints.
  • Before providing support, Customer’s entitlements can also be verified.
  • Entitlements are like contracts that illustrates about the type of support a customer is eligible for.
  • Verification of Customer Contract information
    • Support terms are based on number of hours or cases,
    • Support channel, or based on the product or service that the customer has purchased.
  • To help you select the right status of a case, your admin may have set things up so that you only see a limited set of status based on the current status of a case.

Case Form Layout

Typical Flow of Case Management

  • System receives an email regarding any issue.
  • Cases will be automatically created from email messages.
  • Send automatic email response to the Customer for the ticket creation.
  • This ticket will be routed to the Support queue.
  • The ticket will then be assigned to specific CSR based on the routing rules set in the CRM system.
  • CSR will make further communications with customer.
  • CSR will resolve the case and notification will be send to the customer for the case resolution.

Successful companies can use Microsoft Dynamics 365 for Customer Service to:

  • Track customer issues through cases.
  • Record all interactions related to a case.
  • Share information in the knowledge base.
  • Create queues, and route cases to the right channels.
  • Create and track service levels through service level agreements (SLAs).
  • Define service terms through entitlements.
  • Manage performance and productivity through reports and dashboards.
  • Create and schedule services.

This powerful application within Microsoft Dynamics 365 can be used across many industries. In our next post we will give examples of the type of companies that we have seen use “Case Management” in new and creative ways. See: 10 Examples of Non Traditional Uses of Case Management in Microsoft Dynamics 365

If you are interested in exploring Microsoft Dynamics 365 Customer Engagement applications for your business contact Crowe today.

One industry that can certainly benefit from these features is Banking. Banks have “call centers” where they need to do all the things outlined in this post.  Crowe works with 1,800 financial services organizations across the country, including more than two-thirds of the top 100 U.S. banks. Crowe CRM for Banking, built on Microsoft Dynamics 365, empowers bank staff with the tools and information needed to efficiently deliver high-quality, personalized service - for all interactions, across all channels. It gives managers and team members the information they need to be effective.

By Ryan Plourde, Crowe, a Microsoft Dynamics 365 Gold Partner


Follow us on Twitter: @CroweCRM




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