The Case entity (aka tickets or incidents) provides incident-based tracking for issues that may arise from your customers, whether they are external or internal.  It is designed to track the process from the initial intake of an incident, tracking the details throughout the remediation process, and through final resolution.

Microsoft Dynamics CRM cases are most commonly used in help desk scenarios, in which a customer has an issue with a product or service; the activities to resolve the issue need to be tracked in an organized manner from when the issue was first reported to resolution of the issue. The case entity provides a standard interface and has the fields most commonly used to track incidents. However, it can be customized to fit your business processes.

You can assign cases to CRM users or teams.  For more powerful automation and collaboration, cases can also be added to queues. Utilizing queues can result in more efficient case distribution and resolution.

To learn more about more about Microsoft Dynamics CRM cases, jump to the following sections:

How to Add a Case

Here are the steps to add a case in Dynamics CRM:

1. Using the Top Navigation bar, select the Service module.

2. On the Top Navigation Bar make sure that the Cases section is selected.

3. On the Command Bar, click New Case and this will open a new Case window.

View Add New Case in CRM 2011

4. Fill out the appropriate information in the Case window. The required fields on the case form are Title (name of the case), Customer (look up to select the associated account in CRM), and Owner (defaults to the person who created the case, but can be changed)

View New Case Form in CRM 2011

5. When the Case information is complete, click “Save & Close”

View Save & Close Case in CRM 2011

6. The Case will stay open and it can be assigned to a user, team or added to a queue to be worked on.

Once the case is created, activities can be tracked and linked back to the case.  If time is being tracked within the activities, CRM will roll up and total the time recorded in those activities so that the time can be used for reporting and analytical purposes. All activities must be completed before the case can be resolved.

How to Resolve a Case

There are two ways to resolve a case in Dynamics CRM. You can do it either from the specific case form or from a case view. Resolving a case means that the case is complete, which may include answering a question, solving a problem or completing a request.

Resolving a Case from a View

1. Check the box to the left of the case that you would like to resolve.

2. On the top ribbon, click the Resolve Case button. A new window will pop open.


View Resolve Case in CRM 2011

3. On the Resolve Case dialog window you can select the resolution type, the resolution and billable time.

4. When the resolve case information is complete, click the OK button. Now the case will be resolved.


View Resolve Case Information in CRM 2011

Resolving a Case from the Case Record

Open the case record. On the top of the screen, click the Resolve Case button which will prompt the same dialog box as above.

1. On the resolve case dialog enter information for the resolution type and the description.

2. Once you are ready, click OK and this will resolve the case.


View Resolution from Case form in CRM 2011 (dropdown for information regarding resolution)

Once the case is resolved, you can see on the bottom left side of the case screen that the status of the case is Resolved. Resolved cases are also read only, and you can see that on the bottom right hand of the case screen. You’ll notice that you’re unable to change any of the data in the fields.


View Resolved Case Form in CRM 2011

How to Re-Open a Case

You may want to re-open a case in Dynamics CRM if you made a mistake in closing it or if you discover that the problem hasn’t been solved. To reactivate the case open the case record and on the top of the screen click the Reactivate Case button. Once you reactivate the case you’ll be able to make changes to it again.


View Reactivate Case in CRM 2011

Additional Resources