In our first blog on case management using Microsoft Dynamics CRM series, we have seen how to add a case, automatic case creation, creating new rule and adding multiple actions apart from case creation.
We also had a walkthrough of the case management module in Dynamics CRM. Before starting on with this post, it is advisable to take a look at Part I once again to recollect the points.
In this post, we are going to deal with two tasks in case management:
How to resolve a Case?
Resolving a case indicates that the Case is complete which may include solving a problem or completing a request. There are two ways to solve a case; either from the Case view or using the Case record.
Resolving a Case
Resolving a case without opening it:
Select the Resolution Type, Resolution and Billable Time.
Here are the steps to re-open a case:
In these two posts, we have analyzed how case management happens in Microsoft Dynamics CRM. We have seen how to add a case, create a rule, resolve a case and re-open a case. Do checkout our MS Dynamics blogs here and leave your comments and thoughts.
Upcoming posts: SLA – Service Level Agreements, Queues, Routing Cases
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About the author
Soumya P S is currently working as a Software Developer at Suyati Technologies. She holds a certification in Microsoft Dynamics CRM Customization and configuration. She is an expert in ASP.NET too. Soumya is an avid writer who likes to write stories, screenplays, poems and blogs. She also plans to publish a book in the near future. Soumya is a trained Bharatanatyam dancer and performs often. She is also interested in movies and theater arts, and loves to read different genres of books. Besides she is interested in social work too.