What Can You Do with Case Management in Dynamics CRM?


You can 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.

Cases in Dynamics CRM provide incident-based tracking for issues. You can create cases for your customers, your prospects, or for internal requestors. Case Management in Dynamics CRM is designed to track the process from the initial creation of an incident and then track the details throughout the remediation process all the way to the final resolution.

Microsoft Dynamics CRM cases are most commonly used in help desk scenarios. Usually a customer has an issue with a product or service you provide.  You track the activities to resolve the issue. Dynamics CRM keeps the activities in an organized manner, beginning when the issue is first reported to its resolution.

You can assign cases to individual CRM users or teams. You can also create queues for cases to provide more powerful automation and collaboration. Queues can result in more efficient case distribution and resolution.


To Learn More about Customer Service Case Management in Dynamics CRM,
Watch the Customer Service Case Management in Dynamics CRM Video.