Understanding Cases in Dynamics 365

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.

When to Use Cases

Microsoft Dynamics 365 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 a 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 365 cases, jump to the following sections:

How to Add a Case

Here are the steps to add a case in Dynamics 365:

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 record.

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 Case Title (name of the case), Customer (look up to select the associated account or contact record in CRM), and Owner (defaults to the person who created the case, but that 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 active and it can be assigned to a user, team or added to a queue to be worked on.

7. Alternatively, if you have Routing Rules in place you can choose “Save and Route” and the case will automatically be routed to the user, team or queue based on the criteria set up as part of the routing rule set for your organization.

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 365. 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. In the command bar, 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. In 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. You’ll also find an auto-post in the activities section with the resolution of the case.

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

Routing Rules

An important aspect of quick and efficient customer service is to ensure the right people are working on cases as quickly as possible. Using the Routing Rules feature in Dynamics 365 creates a workflow that in the background will automatically handle your case management based on the if-then statements set as the criteria for the routing rule set. Only one routing rule set can be active at a time.

To set the routing rules for your organization navigate to Settings > Service Management > Routing Rules > New.

  1. Give your routing rule set a name and a description. In order to be able to start adding the if-then statements or Rule Items we must first save our rule routing set.

2. Click on the + icon on the Rule Items sub-grid. This will open the Rule Item window where we can set up our first Rule Item.

3. Give the Rule Item a name. Under the Rule Criteria section create the If Conditions. Under the Then Conditions section choose where you want the cases that meet the If Conditions criteria to be routed. You can choose to assign them to a Queue or a specific User/Team. Choose Save & Close to close the window or Save & New to create additional rule items.


4. Continue to create as many rule items as you need. Keeping in mind that the order of your rule items matters. Deal with your exceptions first since the routing rule set with go through each rule in order. For example, if we want all cases with an origin of phone, regardless of priority, to always go to the Tier 2 queue we need that rule item to be first. Use the arrows on the Rule Items sub-grid to change the order of your rule items.

5. Once the rules are in place use the Activate button in the command bar to activate your Routing Rule Set. You will get a reminder letting you know that you can only have one active routing rule set.

6. Once a routing rule set is active using the Apply Routing Rule button in the command bar will route the cases.

7. Although setting up Routing Rules creates a background workflow they are not managed in the same spot as other workflows. If you would like to see the routing rules in action you can go to Settings > System Jobs to review the results of your routing rules.

Additional Resources