Microsoft Dynamics® CRM Training
Creating and Resolving Cases
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Creating and Resolving Cases
In Microsoft Dynamics CRM Online 2011, service requests are called Cases. A Case represents any request or support incident for a customer. Typically, a Case includes a description of the service issue or problem reported by the customer and the related notes and follow-up activities that service representatives use to resolve the issue.
In this video, you'll learn how to create, assign, update, and resolve Cases in CRM Online.
In the Service module, click Cases in order to open the Case list. On the ribbon, in the Cases tab, click the New button to launce the Case form with the temporary name New.
Here, we'll fill out the specifics of this Case. We enter a description in the Title field, select an Account in the Customer field, select a Subject category for the Case, set the Case Origin field to "Phone" (to indicate that the customer called in this request), and finally we'll set the Case Type field to "Request".
Up in the ribbon, we'll click Save in order to create the Case. The Case form refreshes to show the new Case number at the top.
Now, we'll assign this Case to a user in our CRM Online system. In the Collaborate group of the ribbon, click the Assign button.
The Confirm Assignment dialog opens. Under Assign to Team or User, select Assign to me. Notice that we could alternatively assign this Case to another user in our system by clicking Assign to another user or team. Now click OK to assign the record. The dialog closes, returning us to the Case form.
Now we'll log a follow-up activity for the Case we just created by creating a task activity to track time spent on the service request.
On the ribbon, under the Add tab, in the Activity group, click Task to create a new task related to the Case. The Task form opens with the temporary name New.
We then fill in the Subject field.
In the Due field, select a date and time. Next, set the Duration field to the anticipated time the task will take to complete. When you are finished with the form, click the Save & Close button. The Task form closes, returning us to the Case form.
In the open Case, under Activities, you can see the task we just created. Say that we have completed the task and we want to indicate that. We open the task and click the Mark Complete button in the ribbon. Once the status of the task is updated to Completed, the Task form automatically closes.
Now that we have sent the customer the catalog, we want to resolve the Case. Do this by clicking the Resolve Case button on the Case tab of the ribbon in the Actions group.
In the Resolve Case dialog box, fill in the Resolution field and leave "15 minutes" selected in the Billable Time field. Now click OK to close the dialog and update the Case status to Resolved.
All fields will be saved and be made read-only on the form. CRM Online automatically creates a Case Resolution activity that stores the details of the resolution in the Case's closed activity.
That's how you create, assign, update, and resolve Cases in CRM Online.
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