Microsoft Dynamics CRM 2013 Customer Center
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Create and manage a case

Keep track of your customer requests and issues by creating support cases in Microsoft Dynamics CRM. When a customer contacts support with a question or problem, you can quickly check if there is an existing case or open a new case and start tracking the issue. You can also escalate, reassign, or put a case back into the service queue if you don't have enough information or time to work on it.

Before you provide support, you can also check the customer's entitlements. Entitlements are like contracts that tell you what kind of support a customer is eligible for. You can see if the 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 choose the right status of a case, your admin may have set things up so that you only see a limited set of statuses to choose from based on the current status of a case. For more information on the available list of case statuses, contact your administrator.









Create a case

  1. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Service.

    2. Then, click or tap Service > Cases.

    If using CRM for Outlook

    1. Click or tap your organization.

    2. Click or tap Service > Service > Cases.

  2. Click or tap New Case.

  3. Find the customer:

    1. Click or tap the Customer lookup button. By default, this field shows both account and contact records. Or, type a few letters and press Enter to search for records that contain the letters. When you select an existing customer, the customer details will show the contact details, along with recent cases and activities for the customer.

    2. If a customer record doesn't exist, click or tap New in the inline lookup results to create a new record.

  4. Click or tap the Contact lookup button and select an existing contact for the case or click or tap New in the inline lookup results to create a new contact record.

  5. Before you create a new case, check if there is an existing case:

    1. From the Identify area of the process bar, click or tap the Find Case lookup button and then select a case from the list of cases.

    2. If a case does not exist, click or tap New in the inline lookup results to create a new case record.

  6. In the Case title field, type a subject or descriptive name to identify the case.

  7. To track your conversation with the customer, add activities. For more information, see Add a phone call, task, email, or appointment activity to a case or record.

  8. To see what kind of support you should provide the customer, click or tap the Entitlements lookup button and select an active entitlement.

  9. Fill in the other details that apply to the case, and then click or tap Save.

Find a solution from similar cases

You can look at resolved cases to see if they can help you resolve the open case you're working on. For example, if the subject of the case you're working on is “Service outage”, then you could look for resolved cases with the same subject to get help with your current case.

  1. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Service.

    2. Then, click or tap Service > Cases.

    If using CRM for Outlook

    1. Click or tap your organization.

    2. Click or tap Service > Service > Cases.

  2. In the list of active cases, open the case you're looking for.

  3. When the case is open, to find similar cases, click or tap Case Relationships to expand the menu.

  4. For Similar Cases, click or tap (+) Add Connection record.

  5. From the Find Similar Cases dialog box, use the search to find similar cases.

    Select a different subject to see the cases with that subject. You can also search for cases by typing the keyword in the Search box, and then click or tap the Search button. When you use a search keyword, it searches on the title of the case and shows the matching results.

  6. When you find a similar case, click or tap the case to review the case activities, posts, and notes.

    Typically, a phone call, task, or case resolution activity has the information about how the case was resolved.

  7. Once you find the case that has the information you need, click or tap the case, and then click or tap Found a Solution.

    The case you select is added to the Similar Cases area for the case you're working on.

Resolve a case

For information about how to resolve parent and child cases, see “Resolve a case with a parent and child relationship” section in Create and manage parent and child cases.

  1. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Service.

      Service appears on the nav bar.

      Then, click or tap Service > Cases.

    If using CRM for Outlook

    1. Click or tap your organization.

    2. Click or tap Service > Service > Cases.

  2. In the list of active cases, open the one you want to resolve.

  3. On the command bar, click or tap Resolve case.


    Important

    Before you resolve a case, make sure that all the case activities are closed. Otherwise, you'll get a message saying that you still have open activities associated with the case, which will be canceled if the case is resolved.


  4. In the Resolve Case dialog box, in the Resolution Type list, select how the case was resolved.

  5. In the Resolution box, type a short explanation of the resolution.

    The actual time spent on all activities for this case, as recorded in the Duration box in each activity, is filled out automatically in the Total Time box.

  6. In the Billable Time list, select the amount of time spent on the case to be billed to the customer.

    If this case is linked to a contract or entitlement, the billable time will be subtracted from the allotted minutes for that contract.

  7. Click or tap Resolve.

    A case resolution activity is created and shown in the Activities area. The resolution activity contains information about a resolved case, including the resolution and total time spent on the case. You can reactivate a resolved case at any time.

Edit a case

  1. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Service.

    2. Service appears on the nav bar.

    3. Then, click or tap Service > Cases.

    If using CRM for Outlook

    1. Click or tap your organization.

    2. Click or tap Service > Service > Cases.

  2. From the list of cases, open the case you want to edit.

  3. When the case is open, make the necessary updates to the case.

  4. When you're done, click or tap Save.

Cancel a case

All case activities must to be closed before you can cancel a case.

  1. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Service.

      Service appears on the nav bar.

      Then, click or tap Service > Cases.

    If using CRM for Outlook

    1. Click or tap your organization.

    2. Click or tap Service > Service > Cases.

  2. In the list of active cases, open the case that you want to cancel, and then on the command bar, click or tap Cancel Case.

  3. In the Confirm Cancellation dialog box, select the case status:

    • Canceled: This means the case is canceled. It will no longer be assigned to you.

    • Merged: This means the case is merged into another case. When the case is merged, the case activities will be moved to the case it was merged into.

  4. Click or tap Confirm.

Reassign a case

If you don't have enough information to resolve a case, or if you think another member in your team has expertise on the subject, you can assign the case to another user or team.

  1. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Service.

      Service appears on the nav bar.

    2. Then, click or tap Service > Cases.

    3. Select the case that you want to reassign.

    4. On the command bar, click or tap More Commands and select Assign.

    If using CRM for Outlook

    1. In the Navigation Pane, expand your organization if necessary, click or tap Service, and then click or tap Cases.

    2. Select the case that you want to reassign.

    3. In the Collaborate group, click or tap Assign.

  2. Click or tap the Lookup button , and select who you want to assign the case to.

  3. Click or tap Assign.

Add a case to a queue

If you think another group in your team has the expertise on the subject, then you can move the case to a queue so that someone else can pick it up

  1. Follow the steps for the app you're using.

    If using the CRM web application

    1. In the nav bar, click or tap Microsoft Dynamics CRM > Service.

      Service appears in the nav bar.

    2. Click or tap Service > Cases.

    3. Select the case that you want to add to a queue.

    4. Click or tap the More Commands icon , and select Add to Queue.

    If using CRM for Outlook

    1. In the Navigation Pane, expand your organization if necessary, click or tap Service, and then click or tap Cases.

    2. Select the cases that you want to add to a queue.

    3. In the Collaborate group, click or tap Add to Queue.

  2. Click or tap the Lookup button, and select the queue that you want to add the case to and then click or tap Add.

 
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