How to Find Similar Cases in Dynamics CRM 2011

Roshan Mehta, 08 March 2013

The new process form for the Case entity in the December 2012 Update includes a new feature which makes it easy for customer service representatives or support technicians to find similar cases that may help with resolving a particular case. This feature is called the Find Similar Cases Quick Form and is made available during the Research stage of the case resolution process.

Let’s assume that a customer has informed us that a product has been damaged during delivery, and we need to identify a resolution for the issue based on previously resolved cases in CRM. To do this, we can click on the Find link of the Similar Cases lookup inside the Research stage of the case resolution process.

This will open up the Find Similar Cases form which provides a list of recently resolved cases as well as a search feature to allow us to filter down on all resolved cases in the system. The right-hand section of the quick form displays closed activities for the selected case, with the case resolution activity displayed first.

I have searched for the word “damaged” which produced one result indicating that we need to send the customer a new product free of charge.

I have found this similar case to be useful in resolving the current case so we can click on Found a Solution! to link the two cases together. The similar case will then be displayed on the Similar Cases subgrid on the form.

Note that you can link multiple similar cases to a case record. This subgrid leverages the out-of-the-box connections functionality of Microsoft Dynamics CRM.

This new feature will hugely increase productivity with case resolution as you can now search for similar cases from a single window.