Microsoft Dynamics 365 Blog

The Case Management feature of Microsoft Dynamics AX 2012

Written by

Sandeep Chaudhury

in

,

Friends,

Hope all is well with everyone. It’s been a very long time, I came in here. Was completely occupied with work.

Today, let’s discuss one of the simple yet very powerful features of Microsoft Dynamics AX 2012 called as the Case management.

A “Case”  in AX 2012 can be treated as an issue that requires a resolution. A case can be originated from various sources few of which could be as below.

  • An helpdesk support ticket(Internal or External).
  • Audit cases.
  • Human resource cases such as resource onboarding, discipline etc.
  • Quality control.
  • Product inquiry by customers/parties etc.

Using this most of the members/stake holders of the organization can benefit in one or the other way.

Cases in dynamics AX 2012 can be used to record, update, track, follow up, and close issues that are raised by your customers, vendors, or employees, or that are created through your audit processes.

Once a case is created/registered, a service level agreement (SLA) can be created and assigned to it. The case owner can always find through a list of existing knowledge articles to see if a similar case has already occurred is the past and see for an existing possible solution. For example, when a customer service representatives or an employee create cases, they can find information in knowledge articles about how to work with or resolve a case more efficiently.

Let us now go through overview/high level steps which we can use to create and manage  cases in AX 2012.

  • The first step in case management will be to define the case processes and the case categories. These are used to group the various issues in cases. Every case in AX 2012 must be attached to a case category. Create the case categories at Sales and Marketing > Setup > Cases > Case categories.
  • You can define hierarchical process structure to manage the cases in the case processed form at Sales and Marketing > Setup > Cases > Case Processes. This can help in defining  the responsibilities for each activity in the case process, define exit criteria for closing the case.
  • After you have done these required setups for the case management, cases can be raised in your system.
  • Let us take a look at quick steps in creating a new case.
  • Go to Home > Cases > All Cases

image

  • Create the new case by filling the details as shown in the screenshot below.

image

This was a very high level introduction about the new exciting feature of dynamics AX 2012. I know you will have questions when you read through this.

Do let me know and I will be glad to answer.

Thanks

Keep DAXING Smile

Comments

10 responses to “The Case Management feature of Microsoft Dynamics AX 2012”

  1. vyas Avatar
    vyas

    Hi,
    can this case be taken as a disciplinary action with respect to an employee

    Reply
    1. Sandeep Chaudhury Avatar
      Sandeep Chaudhury

      Yes. You could use this for employee disciplinary actions. If you can let me know detailed business cycle for this, I can help with the configuration process.

      Reply
  2. Rene Enrst Avatar
    Rene Enrst

    Sandeep –

    We are currently using CRM 2011 for our case management can you suggest a case process setup for Customer support tickets based on process below?

    1) Customer creates case, codes priority and describes issue.
    2) Primary contact reviews case and either resolves, by document resolution and notifing Customer or notifies Tech team lead to review case.
    3) Case is assigned to Technical resource for resolution
    4) Tech team assignee receives email case assigned to them.
    5) Tech team assignee records resolution, create code fix or document steps to resolve.
    6) Tech team assignee assigns back to Primary Customer contact.
    7) Primary Customer contact verifies solution and notifies customer.
    8) Once customer confirms solution, Primary customer contact resolves case.

    Reply
    1. Sandeep Chaudhury Avatar
      Sandeep Chaudhury

      Rene,

      Are you looking to implement the case management feature of AX 2012 to replace CRM ?

      Reply
      1. laurent Germes Avatar
        laurent Germes

        Hi Rene,

        main difference with Dynamics CRM is that case management in AX uses “Process” to define the steps and activities you want to generate for each phase of you process
        in your case you would need to do the following:

        1) (give access to a portal where Customer can create the case)
        2) Create a process with following steps:
        Step1: “Qualify”: the case has been created with a default process. Step 1 of this process is case qualification (assigned to someone or to a “responsibility”, whoever is behind)
        Step 2: “Diagnosis”: once the content of the case has been identified, you can change the owner of the case following step 1, apply a new process (if you deal with many) or simply send actions to appropriate ressources (can be set through several steps, 2A, 2B, 2C,…with corresponding tasks, that the process owner of step 1 choose according to his diagnosis)

        Alerts can be setup for users depending on the type of actions/ tasks assigned to them, so in addition to the fact of seing new activities falling into his “todo list”, he receives a notification email with summary of task content

        Steps 3: activities from Step 2 are updated by their owners. The case is sent to Step 3 “Resolved”, where owners from Tech team can precise the actions taken or to be taken.
        Primary contact is motified through alerts that a case regarding one of his Accounts has been resolved.
        He can also be set as the new owner

        Step 4: Checking: you can set activities for quality control and communication to Customer on this Step.

        Steps 5: once customer has confirmed he is satisfied, the primary contact can close the case

        NB: If your activity deals with aftersales services, you should also have a look at Dynamics AX Service Module.

        Reply
  3. Patrik Luca (@patrikluca) Avatar
    Patrik Luca (@patrikluca)

    Hi,
    I’ve elaborated a bit about setting up case e-mail templates, as this information was nowhere to find…

    Reply
  4. Andrea Avatar
    Andrea

    Hi,

    I would like to know more about the cases mangement and cases workflow. I create a case process with several steps that must be completed before the case is close. Would you please explain what I have to do for the case to follow the process, changing to the next level and person responsible of the new step.

    Reply
    1. Sandeep Chaudhury Avatar
      Sandeep Chaudhury

      Andrea,

      When you create new cases, you will need to attach the case process to it.

      If you could be more precise on your requirement, i can help you better. Please try to give some example.

      Regards
      Sandeep

      Reply
  5. Cloud Case Management Avatar
    Cloud Case Management

    Wow ! really good information about this case management feature. I like it.

    Reply

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