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Chapter 17: Managing Cases

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CHAPTER 17: MANAGING CASES

Objectives

The objectives are:

Understand the concepts governing cases and the resolution processfor a case.

Become familiar with where to access and view cases in MicrosoftDynamics CRM.

Learn how to create a new case or convert an activity to a case.

Understand how to assign and reassign cases to customer servicerepresentatives.

Understand how to accept cases from a Queue.

Understand how to view, edit, and work on cases. Learn when and how to resolve cases and how to resolve cases using

the knowledge base.

Learn why and how to share cases with others.

Know how to reactivate cases that have been resolved.

Understand when and how to cancel and delete cases.

Know the types of reports related to case managements.

Introduction

This lesson introduces how Microsoft Dynamics CRM helps improve customerservice by using cases to track and resolve customer related issues. The lessonexplores concepts of case management, the steps in the case resolution process,and the ways to view and manage cases in Microsoft Dynamics CRM. Thechapter covers creating, deleting, and editing cases, and then discusses otheractivities related to case management, such as assigning and sharing cases andusing the knowledge base to research issues and resolve cases.

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Applications in Microsoft Dynamics CRM 4.0

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Understanding Case Management

Use the Service area of Microsoft Dynamics CRM to create, view, and trackactions and communications related to cases.

Cases can be initiated by either a customer or a customer service representative(CSR), but only a CSR can resolve a case or reactivate it once it has beenresolved. Use Microsoft Dynamics CRM communication activity tools to managecases, including setting up appointments, making telephone calls, and sending e-mail, letters, or faxes. You can also find out what activities have occurred andhow much time was spent on them.

Microsoft Dynamics CRM also provides reporting tools that can be used tomeasure statistics such as call lengths, resolutions, number of calls handled, andaverage length of cases.

Scenario

A customer bought a [product name] from [company name] six months ago.Every [product name] includes a 12 month warranty which includes a standardservice contract (resolution guaranteed within 48 hours). The customer notices aproblem and calls [company name] to see if there is a quick solution.

A service representative creates a case for the customer, searches the KnowledgeBase (KB) and finds an article that might help solve the problem and sends it tothe customer.

However, the KB article does not resolve the customer's problem. The servicerepresentative finds the case in the active case list and adds a note to an e-mailthat says that the KB solution was tried, but it did not solve the problem.

The service representative assigns the case to a senior service representative. Asenior service representative looks in the assigned queue and accepts the case.The senior service representative may know the origin of the problem because ofpast experience with similar problems.

The senior service representative calls the customer and walks through the fiveresolution steps, recording progress in the case notes. When the problem issolved, the senior service representative closes the case.

Case Management Concepts

Case Management enables incidents reported by customers to be logged andtracked from creation through resolution. When working with cases, it isimportant to understand the following concepts:

Cases can be related directly to both service contracts and products.

Service staff can create cases using a simple user interface that tracksall actions. This includes the time spent to reach a resolution.

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Cases can be assigned to a queue to ensure that the next availableCSR takes the case or so that CSRs with the right level and area ofexpertise are taking the cases. For more information on servicequeues see Lesson 19.

Cases can be created from the following activities:

A fax A phone call

An e-mail

A letter

An appointment

When working on tasks, such as setting up appointments, servicestaff can perform the following for activities and communications:

Create

View

Track

Case Resolution Process

This section describes how a case is managed once it enters the organization.

1. A case is opened.

A customer submits a problem by letter, telephone call, fax, or e-mail. A case iscreated in Microsoft Dynamics CRM, including the date the case was created, acase tracking ID number, a title and description of the case, and any otherinformation, as appropriate.

2. The case is assigned to a CSR or a queue.

The CSR who is assigned to the case, or a CSR in the queue who accepts thecase, reviews it, and responds to the customer.

3. The case is resolved and closed.

When the case is resolved, the customer can be sent an e-mail message toconfirm the resolution.

NOTE: Sending an e-mail once the case is resolved is not a part of the default

functionality; however, you can configure Microsoft Dynamics CRM to have

this action performed automatically through Workflow processes.

After a case is resolved, the assigned CSR is still responsible for the case. Thisprovides a method for tracking what happened to the case and an owner if thecase needs to be reopened in the future.

4. The customer reports that the issue is unresolved and the case is reopened.

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When a case is reopened, it is assigned directly to the CSR who resolved thecase.

NOTE: The case is always assigned to the owner, and there can be only one

owner for each case. If the case is assigned to a different user, that user

becomes the owner of the case.

5. The CSR reactivates the case and continues to work on it until resolution.

The time spent on a reactivated case is measured separately, so you can track theperformance and quality by comparing the time spent initially and subsequentlywhen the case was reactivated. You can view the history of the case by clickingHistory in the form's navigation pane.

How cases relate to Other Records Continued

Cases can be related to the following record types:

Case Relationships with Other

Record Types

Record Type Description

Account An account could represent theorganization that initiated the case.

Contact A contact could represent theindividual who initiated the case.

Contract and Contract Line A case might be related to a Contract.If it is, the case must also be related to

a Contract Line. These relationshipsare used to link cases to contracts forgeneral information and to reduceincident or time-based contract lineallotments.

Product A single product type may be relatedtothe case.

Subject Subject is a business required field andused to help categorize cases. Subjectscan also be used to categorize products

and KnowledgeBase articles.

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Case Relationships with Other

Record Types

Activity Activities might be added to a case totrack case-related work. The sum of

time spent on closed activities is thecase's Total Time at resolution.Activities must be closed before a caseis resolved.

Notes and Attachments Although the Notesarea has beenintroduced in every area MicrosoftDynamics CRM, using notes to recordinformation in cases is especiallyhelpful. Start typing in the Notesareaand the text is automatically savedwith the newest notes on the top. Youcan start adding notes even before you

have saved the case.

Like other records in Microsoft Dynamics CRM, cases can be shared with otherusers to make sure that everyone knows about what questions or problems acustomer has.

Relating Cases to Contracts

Service Contracts can be related to cases so allotment amounts can be trackedagainst cases.

Note the following factors when relating cases to contracts:

Appropriate Contract association for existing Contracts

Contract Line association for assigned Contract

If there is an existing Contract for the related customer, the Contract and ContractLine can be associated with the case from the General tab of the Case form.

As soon as a Contract is assigned to the case, a Contract Line from the Contractcan be related to the case. The appropriate allotment amount is then deductedfrom the customer's service agreement.

BEST PRACTICE:When associating a Contract to a case, a good method is tofind the appropriate Contract for the customer, and from the Contract Line

form, add the related case. The related customer, Contract, and Contract Line

populates in the new Case form.

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BEST PRACTICE:Contracts can be related to either Accounts or Contacts. If

there are multiple contacts within an Organization, relate the Contract to the

Account. By establishing the relationship with the Account, a Case related tothe Contract can be created for any Contact for the Account. Contracts that are

assigned to an individual contact cannot be used for a case that is assigned toanother contact from the

same Account.

Viewing Cases

Microsoft Dynamics CRM provides two ways to access and manage cases: FromQueues under Workplace and from Cases under Service.

Workplace

In Microsoft Dynamics CRM Workplace, Queues offers a view of the casesassigned to you and to the groups you are a member of. Typically a CSRmanages cases that are assigned to them or accept cases from this area. Thesecases are divided into two groups: My Work and Queues.

My Work

The cases under My Work are categorized into two groups: assigned and inprogress. Assigned cases are active cases (and activities) that have been assignedto you, but you have not yet accepted. In Progress cases (and activities) are thosethat you have accepted and are currently working on.

Queues

The cases (and activities) under Queues are assigned to the queue(s) of whichyou are a member.

Cases

The Microsoft Dynamics CRM Cases pane displays a list of all the cases in thedatabase. You can view cases using one of the views provided:

My Active Cases- Displays all the active and unresolved casesowned by the currently logged in user.

All Cases- Displays all cases, active, canceled, or resolved, ownedby the current user or those shared with them by other users.

Active Cases- Displays all active cases owned by the current user orthose shared with them by other users.

My Resolved Cases- Displays all resolved cases owned by thecurrent user.

Resolved Cases- Displays all resolved cases owned by the currentuser or those shared with them by other users.

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Within a case, there are two tabs that display information about the case: theGeneraltab and the Notes and Articletab. The type of information that can beincluded in each is summarized in the following table:

Tab Function

General The Generaltab displays basic information about thecustomer such as their name and case details. You canalso look up contract information to determine theirservice level by using the Form Assistantpane andselecting a record.

Notes and Article Use the Notes and Articletab to collect specific notesabout the case, and if needed, select an article from theknowledge base that addresses the customer's issue. TheForm Assistantpane offers a list of articles based on theproduct and subject that is selected on the Generaltab.

Each case is given a unique number for tracking. The system-assigned casenumber appears in the title bar.

BEST PRACTICE:Because theSubjectfield is a business required field in the

case record, organizations should thoroughly plan the structure of the subject

catalog. Subjects are also used in the product catalog for organizing products

and knowledge base articles. Therefore, standard naming conventions and

categories should be used when you create subjects.

Creating Cases

Microsoft Dynamics CRM uses cases to document problems or issues defined bycustomers and all the communication activities that go into finding satisfactoryresolutions.

Typically when a case is created it includes a service issue or problem reportedby a customer and other information related to the case. Eventually, it alsoincludes the activities that customer service representatives used to resolve theissue.

Using the Forms Assistant Pane

The Form Assistantpane provides automatic filtering of the most commonfields in the case and contract forms where you must look up and link toadditional information.

You can quickly select the Customer, Subject, Contract, Contract Line, ServiceLevel, Product, Serial Number, and Article fields for a case. The pane presentsonly the appropriate related records and makes it easier to select the correctrecord. The pane also provides a quick way to create a follow-up activity formwhen a case is completed.

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Procedure: Create a Case

1. In the Navigation Pane, click Service, and then click Cases.

2. On the Actionstoolbar, click New.

3. On the Generaltab, you must enter information in the following

boxes:

TitleThis information should include a general description of theproblem. For example, if a customer calls about a problem with alate delivery, include the expected delivery date.

CustomerTo locate and select a customer, type the first few letters of thecustomer's name and then click the Lookup icon. In the FormAssistant pane, you can select a record from a filtered list, or youcan click the Lookup icon to search for other records.

Subject

This section contains a subject for the case associates that casewith similar cases. This is useful for searching for cases withsimilar problems and for finding related articles. To locate andselect a subject, click the Lookup icon or click inside the fieldand use the Form Assistantpane.

OwnerThis box is automatically filled with the name of the user who iscreating the record. You can also select a user from a filtered listin the Form Assistantpane, or you can click the Lookup icon tosearch for other users.

4. Fill out as much information as possible when creating a case. The

information filled out assists in reporting and management of thecase:

In the Overviewarea, enter all the information you have aboutthis case. This information can be used in reports.

In the Assignment Informationarea, enter information abouthow you want the case managed, including time frame andpriority.

In the Contract and Product Informationarea, enterinformation about the entitlements. Linking the contract andcontract line to the case allows you to track allotment usage andverify that the customer is receiving the appropriate level of

service.

5. On the Notes and Articletab, enter additional information about thecase.

NotesClick and type to enter a longer description of the issue, or anyadditional information that you want to record about this case.

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Knowledge Base ArticleLocate and select an article about the issue. The Form Assistantpane displays a list of suggested articles under the followingsections

Top 10 Articles by Product

Top 10 Articles by Subject

All Articles about this Subject

Show articleSelect this check box to view the article from within the case.

6. Click Save and Close.

NOTE:The first time you save a case, Microsoft Dynamics CRM assigns it a

unique case number.

Demonstration: Create a new case

This demonstration illustrates how to create a case in Microsoft Dynamics CRM.

Scenario

A [specific product name] was scratched during shipment to [company name].They want a replacement [product name] shipped to them.

Goal DescriptionThe customer service representative creates a case and relates it to the [company

name] account.

Steps

1. Log on to Microsoft Dynamics CRM for Outlook as [CSR's name].

User ID [CSR's name]

Password [password]

2. In the Navigation Pane,select Service, and then select Cases.


4. In the new case form, add the details for the new case:

Title [customer issue]

Customer [company name]

Subject [subject name] (Select [subject 1], sub-subject 2], [sub-subsubject 3] and click OK)

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Case Type [type of issue]

Satisfaction Dissatisfied

Owner [the CSR the case is assigned to]

Status Reason In Progress

Priority High

5. Click the Notes and Articletab and under Notes, click and type thetext of the note: customer would like a replacement [product]shipped to them.

6. Click Save.

Converting an Activity to a Case

In Microsoft Dynamics CRM, you can convert activities to cases. Many times acase comes in by way of a phone call or an e-mail. Converting one of theseactivities into a case enables you to quickly create the case while keeping the datafrom the initial contact associated with it. Cases can be created from thefollowing active activities:

Fax

Phone call

E-mail

Letter

Appointment

When an activity is converted into a case, the activity's Regardingfield is thetitle of the newly created case.

Procedure: Create a Case from an Activity:

1. Open an open Activity and click Convert Activityon the actionmenu toolbar.

2. Select To Case.

3. A dialog opens with the following fields to be filled out.

a. Customer:

b. Subject:

c. Open the new Case(selecting this will open the newly createdcase).

d. Change the to Completed and close the form (thisaction closes the activity you are converting as completed).

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BEST PRACTICE:The Customerfield is required; however, it is also useful to

select a subject as well. The more information you capture in a case, the more

likely it is that the CSR can provide the best solution possible.

Assigning and Reassigning Cases

Cases can be assigned to a Microsoft Dynamics CRM User or a Queue locatedunder Workplace.

NOTE:Managing cases in Queues is discussed in the Managing Service

Queues lesson.

There are no special privileges required to assign a case. By default, anycustomer service representative can assign a case.

When a user assigns a case to another service representative, the case movesfrom the original owner's In Progress queue to the new owner's Assigned queue.

Procedure: Assigning a Case

1. In the Navigation Pane select Cases.

2. From the displayed list, select the case(s) you want to assign.

3. On the Actionsmenu, click Assign.

4. In the Confirm Assignment dialog box, select:

Route Caseto assign the case automatically according to establishedworkflow rules.

- OR -

Assign to another user or queue.

5. Click OK.

6. To save the assignment, click OK.

NOTE:When a case is assigned to a user, ownership of the record changes

immediately, even though the user has not accepted the case.

NOTE:Cases can be assigned to a user manually, or the assignment can be

automated using a workflow business rule. A Workflow rule can be created to

assign a case to a user based on criteria specified in the rule and to send an e-

mail message to the user alerting the user that a case has been put in the

Assigned queue.

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Reassigning Cases

After a case is assigned or accepted, it can be reassigned. Cases might bereassigned for many reasons. For example:

The Service Representative is going on vacation and will not havetime to resolve all of the cases assigned him or her.

The Service Representative is not keeping up with the number ofcases assigned to him or her; the cases are assigned to a servicerepresentative with less cases in their queue.

Procedure: Reassigning A Case To Another User OrQueue

1. In the Navigation Pane select Servicethen Cases.

2. From the displayed list, select the case that you want to reassign.

3. On the Actionstoolbar, click the Assign icon.

4. In the Confirm Assignment dialog box, you have the option to use aselected Workflow to assign the case or locate and select the user orqueue to whom you want to reassign the case.

5. Click OK.

Accepting cases

When a case is accepted by a user, it is assumed that the user is acceptingresponsibility to work with the customer on the case in order to find a satisfactoryresolution to the problem.

To accept a case that has been assigned to a user, the Accept command mustbe selected from the Action Bar in the List View.

The case goes through the following process:

When a case is accepted by a user, the case is moved from theAssigned queue to the In Progress queue.

From there, the user can:

Resolve the case

Assign it to another Service Representative

Assign it to a Queue

Procedure: Accept a Case

1. In the Navigation Pane, click Workplace, and then under MyWork, click Queues.

2. On the Queue Pane, under My Work, click the Assigned folder todisplay a list of cases and activities that have been assigned to you.

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3. In the list, select the cases and activities that you want to accept.

4. On Actionstoolbar, click Accept.

5. Click OKto confirm that you want to accept the selected record andmove it into your In Progress folder.

NOTE: In Microsoft Dynamics CRM, a user cannot reject a case or activity. If

the user does not want to accept a case or activity that has been assigned to her,

she can reassign it to another user or queue, as directed by her business unit's

policy. If the user deletes the case, it is deleted completely.

Viewing, Editing, and Working on Cases

When a case is created in Microsoft Dynamics CRM, the customer might contactthe organization several times to determine the status of a case.

Before creating a new case for a customer, the service representative should

always check Microsoft Dynamics CRM to see if an active case exists for thecustomer.

Procedure: View an Active Case


2. From the displayed list of cases, double-click the case to view.


Editing Cases

CSRs may need to update cases with new information that relates to the case. Toedit a case, the case status has to be in an active state. If the case has been closed,you can add notes to the Notes area or edit the information by reactivating it. Theprevious resolution of the case will be kept in the history for the case. Editing acase ensures that all updated information to a case will be present for the caseowner. This is useful if the case is reopened or reassigned to a new owner.

Procedure: Edit a Case


2. From the list, select and open the case that contains the information

you want to change.3. Make the necessary change(s).


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Working on Cases

During the course of solving a case, the CSR performs several service activities.These can include e-mail, phone calls, researching articles, or testing the product.Activities can be entered by the user creating the case or by the CSR who accepts

the case.

BEST PRACTICE: Although you do not need activities created for a case,

creating activities related to cases is the only way to document the time spent on

the case without resolving a case. It is also a good way to monitor incident

reporting.

Procedure: Create an activity for a Case

1. In the Navigation Pane, click Service, and then click Cases.2. Select and open a case.

3. Under Details, click Activitiesand then click New Activityon theActionstoolbar.

4. Select an activity type and then click OK.

5. Enter details about the activity in the form, and then click Save andClose.

Procedure: Complete an activity for a Case


2. Select and open a case you created activities for.

3. Under Details, click Activitiesand then select and open an activityfrom the list.

4. Update any information about the activity, and then Click the Saveas Completedicon in the Actionstoolbar.

NOTE:When you enter an activity, the duration defaults to 30 minutes, but you

can adjust the time to reflect the estimated duration. When you complete an

activity, record the actual amount of time spent on the activity.

If this case is linked to a contract line, the durations of all of the activities for

this case are tallied and updated automatically in the related active contract.The total, which includes the totals from any other cases relating to that

contract, can be adjusted manually before billing the customer.

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Resolving Cases

Once a case is assigned to a user, the user must perform certain activities relatedto the case. As soon as the activities are completed, the case can be resolved.

Resolving a case in Microsoft Dynamics CRM includes the following actions:

The user resolves the case, by selecting Resolve Case from theActions Menu on the toolbar.

When the information in the Resolve Case dialog box is completed,an activity is created for the case, but the status is resolved. This isused to track the resolution.

Microsoft Dynamics CRM sets the case as resolved, and the recordbecomes read-only.

The Case Status changes to Resolved.

The Case is moved from the user's In Progress queue and is no

longer available in the Active Cases View.

The information recorded in the Resolve Case dialog box is saved with theResolution activity for the case. The fields include the following:

Resolution Type- The only option in the drop-down list is ProblemSolved but the values can be customized. It is a required field.

Resolution- A text field used to enter a brief resolution description.It is a required field.

Total Time- The total time is calculated based on the total time ofthe closed activities related to the case. It is a read-only field and

cannot be modified. Billable Time- The billable time correlates to the total time field.

If the case is related to a service contract, the billable time is reducedfrom the allotted amount in the contract line for the case.

The billable time field can be modified, and the time that mightotherwise be deducted from the contract line can be overwritten.

Description- A more detailed description of the case resolution canbe entered in the field.

NOTE:A case cannot be resolved until all activities associated with the casehave been closed. If there are open activities related to the case when a user

tried to resolve a case, a message appears stating the case cannot be closed

because there are open activities related to it.

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Procedure: Resolve a Case

1. In the Navigation Pane, click Workplace, and then under MyWork, click Queues.

2. On the Queue Pane, under My Work, click In Progress, and thenin the list of cases, open the one you want to resolve.

3. On the Actionsmenu, click Resolve Case.If there are any open activities for this case, you have to close themfirst.

4. In the Resolve Case dialog box, for Resolution Type, select how thecase was resolved.

5. In the Resolutionbox, type a short explanation of the resolution.

6. The actual time spent on all activities, as recorded in the Durationbox in each activity, for this case is filled out automatically in theTotal Timebox.

This total is for information only and cannot be edited.7. In the Billable Timelist, select the amount of time spent on the case

to be billed to the customer.

If this case is linked to a contract, the billable time will be subtractedfrom the allotted minutes for that contract.

8. Under Description, type a more detailed description of theresolution and any other notes.

9. Click OK.

10.On the Standardtoolbar, click Close.

Resolving Cases Using the Knowledge Base

The Knowledge Base provides information about the organization's products andservices that customer service representatives use to answer frequently askedcustomer questions. The knowledge base provides an easy-to-use browse andsearch engine that allows CSRs to find the exact information required bysearching against all the words in the knowledge base.

NOTE:To learn more about the knowledge base and how to create and search

for knowledge, refer to Lesson 18.

Use the Notes and Articletab to collect specific notes about the case, and if it isrelevant, you can select and e-mail an article- a text-based piece of content in theknowledge base-that addresses the customer's issue.

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Steps

1. Log on to Microsoft Dynamics CRM for Outlook as [customerservice representative].

2. In the Navigation Pane, click Service,and then click Cases.

3. Change the Viewto Active Cases.

4. In the cases list, open the following case:

Title Case Number

[case title] [case number]

5. Click the Notes and Article tab.

6. In the Form Assistant select Article.

7. Select the Article titled: [KB article title].

8. On the Actionsmenu, click Resolve Case.

9. In the Resolve Casedialog box, select the Resolution TypeProblemSolved.

10.Add the details to reflect the following resolution information:

Resolution Type Problem Resolved

Resolution Knowledge Base Article

Billable Time 5 minutes

Description [Customer satisfied with resolution]

11.Click Save and Close.

Sharing Cases

Service teams frequently use queues to denote the group of individuals who sharecases. In Microsoft Dynamics CRM, queues share cases as a group until cases aretaken out of the queue.

Note the following factors when sharing cases:

Sharing with other Microsoft Dynamics CRM users - There may stillbe a need to share cases with other Microsoft Dynamics CRM users

who are not a part of the service queue, such as Salespeople. Location for sharing cases - Sharing cases is not permitted from the

Workplace Area, but cases can be shared from the Cases list in theService module using the Action toolbar.

Sharing individual cases - Individual cases can also be shared withinthe record form by selecting the Sharing command in the Actionsmenu..

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NOTE:Sharing cases is similar to sharing any other record type Microsoft

Dynamics CRM.

Procedure: Share a Case


2. In the list of cases, select the case that you want to share.

3. On the Actionstoolbar, click More Actions, and then click Sharing.

4. In the Who would you like to share the selected account with dialogbox, under Common Tasks, click Add User/Team.

5. In the Look Up Records dialog box, under Look for, select the typeof record to find (User or Team).

6. Click Search for Records, type the first few letters of the name of therecord to narrow your search, and then click the Lookupicon to

search for records.7. In the list of available records, click a user or team to select it, and

then click >>to add the user or team to the Selected Recordslist.

8. Repeat step 7 to add more users or teams.

9. Click OK.

10. In the Who would you like to share the selected account with dialogbox, select the desired type of share access. The availablepermissions are: Read, Write, Delete, Append, Assign, or Share.

11.Click OK.

EXAMPLE:The customer service representative receives a telephone call froma customer who wants to know how to receive a copy of the current product

catalog. The customer service representative may want to share the case with

the owner of this account, so they can read the information related to the case.

The customer service representative might also create an activity for the owner

of the account to follow up with the customer regarding the product catalog.

Demonstration: Sharing a Case

This demonstration illustrates how to share a case with another MicrosoftDynamics CRM user.

Scenario

The customer service representative receives a call from [customer name] at[company name]; [customer name] wants to know how to renew a servicecontract for the next year.

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Goal DescriptionThe customer service representative wants to share the case with [account ownername] the owner of this account, so that she can read the information related tothe case.

Steps

1. Log on to Microsoft Dynamics CRM for Outlook as [user name].

2. In the Navigation Pane, click Service,and then click Cases.

3. Change the View to Active Casesand select [letter]in the alphabetbar. In the cases list, open the following case:

Title [customer

issue]

[title name] [case number]

4. On the Actions menu, click Sharing.

5. Under Common Tasks click Add User/Team.

6. Locate and select [account owner name] as she is the user withwhom you want to share the record.

7. Select the following types of share access you want to grant: Read,Write, Append, Assign, or Share.

8. Click OK.

Attaching a Link to a Case in an e-mail

A link to a case can be added to an email allowing other users to view the casequickly. This is efficient way that CSRs can send a quick reference to a casewithout the recipient searching for the case, saving time and effort on bothparties.

1. Users can send individual links by opening up a Case and clicking onthe Actions menu of a case and selecting Send Shortcut. This willopen up your local e-mail client and provide a link to the case in thebody.

2. Users can also send selected Cases or a current view of Casesthrough the grid's More Actionsmenu. This also opens up your locale-mail client and provides a link to each case in the body.

Reactivating CasesAny resolved or canceled cases can be reactivated. When a resolved case isreactivated, the status of the most recent closed resolution activity is changed toCanceled.

When a case is reactivated and then resolved again, the Total Time for the casecalculates differently depending on whether or not the case has a contract relatedto it.

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Cases related to Contracts- When a resolved case is reactivated, the clock foractivity time is reset. The time related to closed activities is not reported twotimes to a contract based on time originally logged.

When the case is resolved again, the Total Time field reflects only time fromthose activities that were closed since the last reactivation, but the allotment in

the contract line is not double-reported, no matter how many reactivations thereare.

When a case is re-activated but the contract has expired, a notification will bedisplayed notifying the user that the contract detail is expired or canceled. Thecase is still reactivated.

Cases not related to Contracts- When a resolved case is reactivated, activitytime does not start over.

When a reactivated case is resolved again, the Total Time field reflects the timefrom every closed activity related to the case.

Procedure: Reactivate a Resolved Case


2. Under View, select My Resolved Cases or Resolved Cases.

3. In the list of cases, open the one you want to reactivate.

4. On the Actionsmenu, click Reactivate.

5. In the Reactivate the Selected Case dialog box, click OK.

6. Modify the information on the form or add any activities.

7. Click Saveor Save and Close.

Demonstration: Reactivate a Resolved Case

This demonstration illustrates how to reactivate a resolved case in MicrosoftDynamics CRM.

Scenario

A customer service representative recently resolved and closed a case for[customer name] of [account name].

Two weeks after resolving the case, [customer name] called back stating that the

problem regarding [specific part of product] had reoccurred.

Goal Description

The service representative reactivates the case, and creates a new telephone callactivity.

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Steps

1. Log on to Microsoft Dynamics CRM for Outlook as [user name].

User ID [user name]

Password [password]

2. In the Navigation Pane, click Serviceand then click Accounts.Change the Viewto Active Accounts. Open the record for [accountname].

3. In the form's navigation pane click cases.Select Resolvedfrom thefilter. Open the Casefor [case name].

4. On the Actionsmenu, click Reactivate.

5. Click OKto confirm the action.

6. On the Actionsmenu select Add Activity, then Phone Call .

7. Enter the details of the phone call and click Save as Completed.


Canceling and Deleting Cases

Any active case can be canceled. Canceling a case does not create a resolutionactivity, but it does perform the following:

Marks the case record as read-only

Changes the status to Canceled

Removes the case from the user's My Work queue

A canceled case can be reactivated at any time.

NOTE:If a case is canceled, and then reactivated and resolved, the total time

reflects the total of every closed activity related to the case. This includes the

closed activities from when the case was canceled.

Deleting Cases

Deleting a case is a permanent action. When a case is deleted, it also deletes thefollowing:

Activities

Notes

Attachments to the case

As with other record types, we do not recommend that you delete any cases. Youshould cancel the case instead.

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BEST PRACTICE:Deleting a case enables someone to delete a record of a

customer's reported problem. As with other record types, the delete privilege

should be limited to a system administrator or manager role.

Using Case Management Reports

Service management reports can help track cases and neglected cases. Thesereports examine the details of specific cases. Frequently used reports areavailable directly from Cases using the Reports icon on the Actions toolbar.

Case Summary Table ReportUse this report to determine the types of cases being opened and resolved. Selecthow data is grouped in both the rows and columns of this report.

Neglected Cases Report

use this report to access a chart of all active cases that have not been modified orhave not had any activities or notes created during the specified time period. Acustomer support representative can run this report to identify cases that needattention.

A support manager or dispatcher can run this report to identify problems thatrequire reassignment of resources. If you want details about a particularneglected case, you can click the case to open it in Microsoft Dynamics CRM.

Summary

Case management is the center of the customer service module in Microsoft

Dynamics CRM. It enables you to capture all the information about a customer'sissue and the steps taken to resolve that issue. You can create cases directly orconvert them from activities which initiate report of a customer issue. You cancreate activities, such as an e-mail, a phone call, or a task, that need be done toresolve the case and keep track of the time spent on each issue. The knowledgebase enables an organization to keep track of customer issues and solutions.Knowledge base articles can be attached to a case and e-mailed from a case to acustomer. Cases can be shared within the customer service organization and withother groups such as Sales.

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Test Your Knowledge

Case Life Cycle

1. Which of the following is not part of the life cycle stages of a case?

( ) Open

( ) On Hold

( ) Expired

( ) Canceled

Case Products

2. How many products can be related to a case?

( ) As many as you want

( ) None

( ) One with serial number, one without

( ) One

Cases Not Accessible

3. Where are cases not accessible in Microsoft Dynamics CRM?

( ) Workplace

( ) My Work

( ) Activities

( ) Queues

User Actions

4. What actions cannot be performed by a user when a case is assigned to them?

( ) Assign to another User

( ) Reject a case

( ) Accept a case

( ) Resolve a case

Resolve a Case

5. What must occur when a case is resolved?

( ) An email must be sent to the customer

( ) The resolution field must be filled out

( ) A follow up must be created

( ) The case is moved to a queue for review

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Reactivate a Case

6. How can a resolved case be reactivated in Microsoft Dynamics CRM?

( ) By a supervisor

( ) By changing the status( ) By selecting reactivate from the actions drop-down menu within the

closed case

( ) By assigning the case to a customer service representative

Knowledge Base Articles

7. What method is the best practice for sending knowledge base articles to acustomer?

( ) Creating an email message from the case activities and use the Insert KBArticle feature

( ) Creating an email message in Outlook and attaching the article

( ) Creating an email message from the account and attaching the article

( ) Creating an email message from the contact and attaching the article

Case Records

8. Which records cannot be related to a case?

( ) Account

( ) Contact

( ) Lead

( ) Contract

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Lab 17.1 - Managing Cases

Scenario

Challenge Yourself!

In this lab you will match descriptions to the appropriate step in the caseresolution process.

Step by Step

Case Resolution Process Description

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step Description

A The case is resolved and closed.

B The Service Representative reactivates the case and continues to workon the case until it is resolved.

C The case is assigned to a Service Representative or queue.

D The customer may report the case as unresolved and the case isreopened.

E The Service representative can create activities, communications,determine diagnosis, and research existing fixes related to the case.

F A case is opened.

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Lab 17.2 - Case Creation and Resolution

In this lab you create a case, resolve it, and relate it to the [account name]account. As you perform the instructions, use the information in the Scenario andGoal Description to complete the lab.

[See the Introduction to Training lesson for information about the two levels oflab instruction and the lab solution in Appendix B.]

Scenario

[CSR name] receives an e-mail from a customer. The customer is upset that theshipment for [product] did not come with the assembly instructions. Thecustomer wants the instructions sent out immediately. The CSR discovers thatthere is a Knowledge Base article with instructions on how to assemble[product]. The CSR creates an email from the case and inserts the KB article, andresolves the case.

Goal Description[CSR name] needs to create a case for [customer name] at [customer companyname]. Once he has created a case he needs to relate it to the [account name]account and then resolve it.

Challenge Yourself!

Using the information above, create a case, resolve it, and relate it to the[company] account.

Need a Little Help?

Follow the steps below to create a case:

Step by Step

1. Log on to Microsoft Dynamics CRM for Outlook as [CSR's name].

User ID Ben

Password Pa$$w0rd

2. In the Navigation Pane,select Service, and then select Cases.


4. In the new case form, add the details for the new case:


Customer [Account name]

Subject [subject name]

Case Type [type of issue]

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Satisfaction Dissatisfied

Owner [the CSR the case is assigned to]

Status Reason In Progress

Priority High

5. Click the Notes and Articletab and under Notes, click and type thetext of the note: customer would like a replacement [product]shipped to them.

6. Click Save.

Create an Email Activity:

1. Under Details, click Activitiesand then click New Activityon the

Actionstoolbar.

2. Select an E-mail activity type and then click OK.

3. Compose the e-mail

4. On the E-mail click Send.

Resolve a Case Step by Step

Resolve the case:

1. On the case form, click the, Actionsmenu, and then click ResolveCase.

2. In the Resolve Case dialog box, for Resolution Type, select how thecase was resolved.

3. In the Resolutionbox, type a short explanation of the resolution.

4. The actual time spent on all activities, as recorded in the Durationbox in each activity, for this case is filled out automatically in theTotal Timebox.

This total is for information only and cannot be edited.

5. In the Billable Timelist, select the amount of time spent on the caseto be billed to the customer.

If this case is linked to a contract, the billable time will be subtractedfrom the allotted minutes for that contract.

6. Under Description, type a more detailed description of theresolution and any other notes.

7. Click OK.

8. On the Standardtoolbar, click Close.

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Quick Interaction: Lessons Learned

Take a moment and write down three key points you have learned from thischapter:

1.

2.

3.

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Solutions

Test Your Knowledge

Case Life Cycle

1. Which of the following is not part of the life cycle stages of a case?

( ) Open

( ) On Hold

() Expired

( ) Canceled

Case Products

2. How many products can be related to a case?

( ) As many as you want

( ) None

( ) One with serial number, one without

() One

Cases Not Accessible

3. Where are cases not accessible in Microsoft Dynamics CRM?

( ) Workplace

( ) My Work

() Activities

( ) Queues

User Actions

4. What actions cannot be performed by a user when a case is assigned to them?

( ) Assign to another User

() Reject a case

( ) Accept a case

( ) Resolve a case

Resolve a Case

5. What must occur when a case is resolved?

( ) An email must be sent to the customer

() The resolution field must be filled out

( ) A follow up must be created

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( ) The case is moved to a queue for review

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Reactivate a Case

6. How can a resolved case be reactivated in Microsoft Dynamics CRM?

( ) By a supervisor

( ) By changing the status() By selecting reactivate from the actions drop-down menu within the

closed case

( ) By assigning the case to a customer service representative

Knowledge Base Articles

7. What method is the best practice for sending knowledge base articles to acustomer?

() Creating an email message from the case activities and use the Insert KBArticle feature

( ) Creating an email message in Outlook and attaching the article

( ) Creating an email message from the account and attaching the article

( ) Creating an email message from the contact and attaching the article

Case Records

8. Which records cannot be related to a case?

( ) Account

( ) Contact

() Lead

( ) Contract

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