Microsoft Dynamics® CRM Training
Finding Similar Cases
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A new feature was introduced to Microsoft Dynamics CRM after the December 2012 Service Update called “Similar Cases”. Customer service representatives will find this function most beneficial as it will help them resolve Cases more effectively, and it will help to standardize the organization’s response across similar records.
This feature uses the Connect function in Microsoft Dynamics CRM to link resolved Case records to open ones. In doing so, users can view the steps taken to resolve a previous Case, and implement those steps in their current one.
By default, users can search for similar Case records from the Similar Cases field in the Research stage of the Process Bar. Users have the ability to connect as many relevant Case records as they need, but they can only connect one record at a time.
There is also a Similar Cases sub-grid in the body of the new flow form. This is where each connected Case will be listed. The listed similar Cases can also be "unconnected" from this sub-grid as well.
Users can search for similar Cases based on their subject, name, and case number. They can then toggle through the results to see which one best matches the currently open Case.
Finding Similar Cases step-by-step:
- Open a Case record.
- Once the record has reached the Research stage (in the default setting of the form), click Find in the Similar Cases field.
- The Find Similar Cases dialog opens inline on the form. Choose a Subject and enter a search to filter through existing records. To expand the search for records in other Subjects, empty the Subject field. If you want to search for titles and Case numbers CONTAINING certain characters, first enter an asterisk in the search.
- Select a Case, thus highlighting it in blue, to view Posts, Activities, and Notes regarding the record.
- Once a Case is selected that you wish to connect, click the Found a Solution button. The resolved Case will then appear in the Similar Cases sub-grid in the body of the form.
For more tips, tricks, and tutorials, please refer to the Success Portal and blog.xrm.com.