CRM 2011 – Case Management Phone Support

Roshan Mehta, 24 February 2013

As we’ve seen with the recent release of Microsoft Dynamics CRM 2011 Rollup 12, the process-driven user interface and new integrations make everyday use quick and easy. One of the added features of the Case Management module is the ability to quickly log details of a phone call when troubleshooting issues for customers.

When viewing a list of Cases in CRM, you will notice a new Phone Support button available on the ribbon. The button differs from the New Case button as it displays an Add Phone Call section on the process form once it’s loaded. This feature eliminates the need to click on Activities on the left navigation, select Phone Call, and fill out the general details of the call as you would from the classic form.

The first thing we need to do is specify the customer logging the issue using the lookup on the process control. Clicking on the lookup icon displays a list of Accounts in a drop-down list.

After selecting the customer, the Activities control automatically sets the Call With field to the selected customer and specifies the Direction as incoming. We can simply click on the value of the Direction field to change the value if we wish. We can easily insert a description of the phone call into the provided textbox and click OK to save the phone call as part of the new Case.

After the phone call is saved, we can see a snippet of the activity within the Activities control.

To sum up, the new Case form not only looks great, but also provides users with the tools to get their jobs done faster and provide timely customer service to their clients.