One of the cornerstones of good customer service is a timely response to cases. In Microsoft Dynamics CRM 3.0, you can set up a workflow rule to escalate a neglected case and help make sure that cases are handled in a timely manner.
To escalate a case, create a .NET assembly and update the Microsoft CRM workflow configuration file to allow a workflow rule to periodically check if a case has been changed. Then, follow the step-by-step instructions to create a workflow rule to escalate the cases and a second workflow rule to apply the escalation workflow rule to all newly created cases.
Create a manual workflow rule to check if the case is neglected
This workflow rule checks the current status of the case to determine if it has been changed since the last time it was checked. If it has not been changed for two days, the workflow reassigns the case to the case owner’s manager.
The completed rule looks like this:
1.
Open Workflow Manager.
2.
In the Entity Type list, select Case.
3.
On the File menu, click New.
4.
In the Rule Form dialog box, enter a name and description for the rule, for example, “Escalate Cases” and “Use this rule to reassign cases to a manager if the case has not been edited in 2 days.”
5.
In the Event list, select Manual, and then click Next.
6.
In the Select Behavior dialog box, under Common Tasks, click Insert Condition, and then in the sub-list, click Check Conditions. An “if, then, end if” tree appears in the right pane.
7.
In the right pane, under if, select <<add conditions here>>.
8.
Under Common Tasks, click Insert Condition, and then in the sub-list, click Check entity condition.
9.
In the Check Entity Condition dialog box, in the first Field list, select Status, and in the second list select <> , and then click the Browse button (…).
10.
In the Microsoft CRM Workflow Rule dialog box, select Static Value, and in the Value list, select Active, and then click OK.
11.
In the Create Entity Condition dialog box, click OK.
12.
In the right pane, under then, select <<add actions here>>.
13.
Under Common Tasks, click Insert Action, and then in the sub-list, click Stop.
14.
In the Stop dialog box, select Complete, and then click OK.
15.
In the right pane, select end if.
16.
Under Common Tasks, click Insert Action, and in the sub-list, click Call assembly, and in the sub-lists, click Utilities and Echo Picklist.
17.
In the Echo Picklist dialog box, in the Action Name box, type Pre-Update Status Reason.
18.
In the list, double-click Status Reason.
19.
In the Microsoft CRM Workflow Rule dialog box, select Dynamic Value, and in the Field list, select Status Reason, and then click OK.
20.
In the Echo Picklist dialog box, click OK.
21.
In the Rule Form dialog box, in the right pane, select Echo Picklist:Pre-Update Status reason.
22.
Under Common Tasks, click Insert Condition, and then in the sub-list, click Wait for timer.
23.
In the Time-Based Wait dialog box, in the days list, select 1 and then click OK.
24.
In the Rule Form dialog box, in the right pane, select Wait for 1 day(s).
25.
Under Common Tasks, click Insert Condition, and then in the sub-list, click Check conditions.
26.
In the right pane, under if, select <<add conditions here>>.
27.
Under Common Tasks, click Insert Condition, and then in the sub-list, click Check entity condition.
28.
In the Check Entity Condition dialog box, in the Entity list, select Pre-Update Status Reason.
29.
In the first Field list, in the second list select the equal sign (=) and then click the Browse button (…).
30.
In the Microsoft CRM Workflow Rule dialog box, select Dynamic Value, and in the Value list, select Status Reason, and then click OK.
31.
In the Create Entity Condition dialog box, click OK.
32.
Repeat steps 22-23.
33.
In the Rule Form dialog box, in the right pane, select the second occurrence of Wait for 1 day(s).
34.
Repeat steps 25-31.
35.
In the right pane, select the third occurrence of then.
36.
Under Common Tasks, click Insert Action, and then in the sub-list, click Assign Entity.
37.
In the Assign Entity dialog box, select Manager, and then click OK.
38.
In the right pane, select the final occurrence of end if.
39.
Under Common Tasks, click Insert Action, and then in the sub-list, click Run subprocess.
40.
In the Run Subprocess dialog box, select Escalate neglected cases, and then click OK.
41.
In the Rule Form dialog box, click Save.
If you want to change the number of days a case can remain neglected, add additional wait days and conditions.
Create a workflow rule to apply the escalation rule
This workflow rule applies the escalation rule to all new cases that are created.
1.
If you’ve closed Workflow Manager, reopen it.
2.
In the Entity Type list, select Case.
3.
On the File menu, click New.
4.
In the Rule Form dialog box, enter a name and description for the rule, for example, “Apply Escalation rule” and “Use this to apply the escalation rule when a new case is created.”
5.
In the Event list, select Create, and then click Next.
6.
In the Select Behavior dialog box, under Common Tasks, click Insert Condition, and then in the sub-list, click Run Subprocess.
7.
In the Run Subprocess dialog box, select Escalate neglected cases, and then click OK.
In the list of rules, select your new workflow rules.
2.
On the Actions menu, click Activate.
When a case has been neglected for two days, it will be reassigned to the owner’s manager. You could also modify the workflow to send an e-mail message to the manager alerting him or her of the escalation.
