Dynamics CRM 2011 Case Management Summary

Simon Phillips, 12 April 2011

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Over the past few blog posts I have given you an in-depth look at all elements that case management encapsulate. Here is just a brief summary of what I went over but for more details please refer to the individual blogs.

Case management is the center of the customer service module in Microsoft Dynamics CRM. It enables you to capture all the information about a customer’s issue and the steps taken to resolve that issue. You can create cases directly or convert them from activities that initiate the reporting of a customer issue.

Additionally, with Microsoft Dynamics CRM, you can create activities, such as an e-mail message, a phone call, or a task, that need to be done to resolve the case and keep track of time spent on each issue. This time can then be used to work out the total time spend on the case.

The Knowledge base enables an organisation to keep track of customer issues and solutions. Knowledge base articles can be attached to a case and e-mailed from a case to a customer. Cases can be shared within the customer service organisation and with other groups such as sales.

Improve your customer service by using Microsoft Dynamics CRM to track and resolve customer related cases and issues. Speed up resolution times and make billing easier and have the ability to use up contract allotments that customers have purchased.

In conclusion the Case Management module of Dynamics CRM 2011 is a very useful and powerful to add to your system.

* Image from http://pac.org/issues_management