Case Management using MS Dynamics CRM- Part II

Ms_Dynamics (1)

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:

  • Resolving a case
  • Re-opening a case

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

  1. On the top navigation bar, Go to Microsoft Dynamics CRM > Service> Cases
    1. Open the case record which you intend to resolve, on the top of the screen click Resolve Casems-dynamics-case-management1


    1.  Clicking the Resolve Case button will prompt the Resolve Case dialog box as shown below:ms-dynamics-case-management2


  1. On the Resolve Case dialog box, enter information for the Resolution Type and Description.
  2. When case information is complete press Resolve, the case will be resolved.Once the case is resolved, you can see that the status of the case is displayed as ‘Resolved’ on the bottom left side of the case screen.

Resolving a case without opening it:

    1. Navigate to case list (On the top navigation bar, Go to Microsoft Dynamics CRM > Service > Cases)
    2. Check (select) the box to the left of the case that you would like to resolve. See the screenshot given


  1. On the top ribbon bar, click Resolve Case. The Resolve Case dialog box/ window

    Select the Resolution Type, Resolution and Billable Time.

  2. When case information is complete click Resolve, the case will be resolved.How to re-open a Case?Suppose the case is closed and still there is any additional requirement from client, or if we discover that the problem is not solved; it is possible to re-open the Case which is already resolved.

Here are the steps to re-open a case:

  1. On the top navigation bar, go to Microsoft Dynamics CRM > Service > Cases.
  2. Open the specific Case record, and on the top of the screen click Reactivate Caseoption as shown
  3. Once reactivated, it is possible to make changes to the 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.

Author : Soumya P S Date : 09 May 2016