Case Management? It’s Part of Microsoft Dynamics 365 for Customer Service

Ryan Plourde
| 7/23/2019
Case Management? It’s Part of Microsoft Dynamics 365 for Customer Service

For most organizations, providing outstanding service to existing and prospective customers is an important objective. To support that objective, organizations need to enable employees to respond quickly to a variety of situations.

A systematic approach

Case management is the process of identifying, recording, analyzing, monitoring, and resolving information-focused work items. The case management application within the Microsoft Dynamics 365™ for Customer Service solution is designed to track customer interactions that cover many steps. It enables users to deal systematically with customer queries, requests, complaints, returns, collections, and investigations.

Upon receiving a customer’s request or complaint, for example, a customer service representative can open a case and summarize the interaction. Throughout the case, team members can view its status and monitor case records and actions. To help prevent cases from being overlooked, users typically assign appropriate status updates: active, resolved, or canceled.

A variety of benefits

The case management application in Dynamics 365 for Customer Service enables users to:

  • Track customer requests and issues by creating a case for each incident
  • Access existing open cases when a customer contacts the service team
  • Route cases to an appropriate queue
  • Confirm customer contact information
  • Verify the customer’s eligibility for support
  • Document each internal and external development related to the case
  • Share information within the knowledge base
  • View similar cases or merged cases
  • Check the status of a case
  • Update, escalate, reassign, settle, and cancel cases
  • Request and schedule follow-up services
  • Notify the customer of the resolution of the case

A standard case sequence

A case typically includes these steps:

  1. Team member receives a customer email or phone call.
  2. Case is created.
  3. Customer receives an automatic reply including a case number.
  4. Case is automatically assigned to a queue.
  5. Based on predetermined routing rules, case is assigned to a caseworker.
  6. Caseworker contacts the customer for more information.
  7. Caseworker investigates the case.
  8. Caseworker determines an acceptable resolution. 
  9. Caseworker notifies customer of the case resolution.
  10.   If the customer does not accept the resolution, the status returns to “active” and steps in the process repeat as necessary.

A great way to improve

Dynamics 365 for Customer Service can improve each step of the service experience by engaging prospects, empowering employees, optimizing operations, and helping organizations identify new ways to provide value to their customers.

Visit for more information about Crowe CRM services for Microsoft Dynamics 365 software. Have a question or interested in evaluating the CRM functionality in Dynamics 365? Contact us today.

For more information about case management and Dynamics 365 for Customer Service, please see the "Can Your Organization Benefit From a Case Management Solution?" Crowe CRM blog post from June 2019.

Microsoft, Microsoft Dynamics, and Microsoft Dynamics 365 are either registered trademarks or trademarks of Microsoft Corp. in the United States and/or other countries.

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Ryan Plourde
Ryan Plourde
Principal, Microsoft CRM Leader