Microsoft Dynamics® CRM Training
The COLAC Entities - Cases
An error occurred while loading the video. Please try again.
The COLAC Entities: Cases
Thank you for viewing “The COLAC Entities - Cases.” Below, you will find a short practicum designed to help you reinforce this lesson as well as a summary of the material covered in the video.
Practice makes perfect! Complete the short assignment below to reinforce the material that you learned in this lesson. For guidance please refer to the instructions in this email and the “The COLAC Entities - Cases” video.
Navigate to the Case entity in the Service area of Microsoft Dynamics CRM. Open up a Case entity and review all of the fields that are available on the stock Case form. Consider how your organization might use the Case entity. Make a list that outlines the fields that your organizations will need to add to the Case form, as well as those fields that likely won’t be utilized and could likely be removed.
Entities in Microsoft Dynamics CRM 2013 represent a specific type of record. The Contact, Opportunity, Lead, Account, and Case entities, or the COLAC entities for short, are five of the most commonly used in the application. As a result, there is lots of built-in functionality surrounding these entities. Whether or not you take advantage of these entities, it’s important to understand what’s there for you out-of-the-box so that you can best decide what to take advantage of, rather than recreate existing functionality from scratch.
In this lesson, we focus specifically on the Case entity. A separate video covers the Account and Contact entities, and another covers the Lead and Opportunity entities. There is technically no order that these videos should be viewed, but the Accounts and Contacts lesson is a good starting point.
The Case entity is the only one of the COLAC entities that is specific to the Service module. The Service module is designed to assist you in taking care of your existing customers. Cases are essentially service requests, and they help you track any issues related to a customer.
When you open a Case record, you’ll see a lot of features similar to those found in the Lead and Opportunity entities. The most notable one could be the Process Bar. This is the default service process, which helps you track the process of a Case record towards a successful resolution. Just like the sales process, it can be configured or you can create another version.
While there are many similarities to the rest of the COLAC entities, there is also plenty of functionality that makes Cases quite unique in CRM 2013. One such feature on the default form called “Find Case” is especially helpful. Basically, it helps you identify existing Case records for a single customer, thus preventing repeat records for the same issue.
Another handy feature for this entity is Similar Cases, which standardizes the response of your customer representatives. It helps users identify previously resolved Case records of a similar nature. Users can then reference the resolved case(s) to help them reach a successful outcome in the currently open record.
The default form for the Case entity contains a lot of features designed to enhance your customer support. There are multiple fields that help categorize Cases, there are different ways to close a Case, and there is a system in place to set up queues for your users.
For more tips, tricks, and tutorials, please refer to the Success Portal and blog.xrm.com.