Microsoft Dynamics® CRM Training
Canceling and Reactivating Cases - Classic
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Canceling and Reactivating Cases
When using Microsoft Dynamics CRM Online 2011, occasions will arise when a Case must be canceled rather than resolved. One example is when the customer discovers they no longer need our help.
Some scenarios call for a Case to be reactivated in CRM Online. Perhaps the Case was cancelled because the customer was not responsive for an extended period of time, but if the same customer contacts the support team on a later date, the Case can be reactivated.
Either way, it is useful to know how to cancel a Case in CRM Online, as well as how to reactivate it, which is exactly what we will do in this tutorial.
Let's begin in the Service module. Click Cases, and then in the Cases tab of the ribbon, click New to create a new Case.
A new Case form opens. We'll quickly enter sample data in the required fields, which are marked with red asterisks. The Title will be, "Sample Case". Then we'll select the sample Account "Elemental Goods (sample)" as the Customer. We'll now click Save in the ribbon to create this sample Case. Notice that our Case now has an identification number.
Now, in the Case tab of the ribbon, in the Actions group, click Cancel Case.
The Case Cancel Confirmation dialog appears. In the Status: field, we'll select Canceled. Notice that this is the only option we have to select. Now click OK.
The Case has now been updated to Canceled status. Notice that all of the fields on the Case form have been made read-only, or grayed out. The reason we recommend canceling Cases, rather than deleting them outright, is that you have a record of the Case to refer back to if necessary. The reason the fields are made read-only when you cancel the Case is to ensure that the record remains in the exact same state it was in when it was canceled.
Not only can you refer back to a canceled Case, but you can reactivate it. From the open Case, click Reactivate Case in the ribbon. This opens the Reactivate the Selected Case dialog. Click OK to finalize the reactivation. CRM Online then automatically updates the Case to Active status, and all fields will once again be editable.
Thanks for watching.