Cases in Dynamics 365 / CRM are commonly referred to as tickets or incidents. These cases provide a way to track incidents or issues that may arise from your customers, whether they are external or internal. Cases are a full cycle entity, meaning they are used to track the process from the initial intake of an incident, tracking the details throughout the remediation process, and through final resolution.
Most often, we hear about cases used in a help desk scenario. The case entity provides a standard interface and has the fields most commonly used to track incidents; such as problem, resolution, priority, assigned to, etc. However, it can also be customized to fit your business processes.
Let’s take a closer look at the parts of a case in Dynamics 365 (CRM).
Layout and features of the Case Entity
Header: In the header you can put key fields that will help the user get a quick understanding of what the case is about.
Business Process: This is a ribbon that leads the user through a process you’ve identified for case resolution (also found in the lead/opportunity entities). You can adjust the titles of the process sections as well as the fields within each section.
Summary Section: This section of the Case Form identifies information specific to the Case, like the Customer, Origin, and Product that the case is about. Remember, this entire section is customizable to your own business needs, so fields can be added or removed.
Social Pane: Within the Social Pane on the Case form there are four different sections.
- Posts: System or user generated updates on this particular record.
- Activities: Phone calls, tasks, emails, or appointment activities can be added here.
- KB Records: Knowledge Base Records will populate if the case is related to any articles in your system.
- Notes: This section is for more detailed updates on the case and also allows for attachment of images or documents.
As you continue to scrolls down on the Case Form you will find some additional tabs:
Case Relationships: This will show similar cases, merged cases, and child cases as they relate to the main case.
Associated Knowledge Records: This will show associated knowledge base articles (as you fill your library) that may relate to this specific case or resolution.
Enhanced SLA Details: This will show the service level agreement set up for a particular customer (similar to a contracted amount of support hours or cases).
Additional Details: This area provides various details that may be important to the case such as: parent case details, case type, and escalated date.
Social Details: The social details section relate to the social engagement feature within Dynamics 365.
Articles and Contract Information: This section again, references contract information or a specific Knowledge Base Article.
If you have questions or would like to discuss customizing your case entity to fit your business, email us at firstname.lastname@example.org. Our team of Dynamics experts can help make you more efficient.