Dynamics 365 asset management, dynamics 365 case management

1. How to work with Microsoft Dynamics 365 Case Management Microsoft Dynamics 365 has introduced a number of solutions to help different organizations to enhance their performances, increase growth and achieve their ultimate goals. Among them, dynamics 365 asset management and dynamics 365 case management is widely renowned. Whereas the dynamics 365 asset management module, by reducing the expenses of maintenance, repairs, and logistics, helps the enterprises manage their fixed assets without being the least bit unreliable; the dynamics 365 case management help organizations better serve their customers and manage the case lifecycle and caseloads of agents by offering a wide range of case management technology and tools. This article will discuss the Microsoft Dynamics 365 Case Management system in detail and how you can handle this advanced module design. What is Microsoft Dynamics 365 Case Management? A case represents a situation or incident that a customer reports asking for a resolution. Cases are modeled to track the process from the initial intake of an incident, and then through the remediation process, they finally reach the end resolution. A case can be represented by several items from a customer service standpoint. Among the few common examples are follows: ● Questions: The customer may raise a specific question about a product or service. For example, a customer may contact a support agent asking for information about the company's insurance policy, such as loss or benefit amounts. ● Requests: The customer may deliver a specific request, like a request for giving more information about something or some type of action. For example, a customer can request someone to come for a property inspection. ● Issue: The customer may have a problem that must be attended to, like a billing dispute, a warranty claim, or a dispute in a product. For example, a customer contacts a support agent because they have a billing error on their mobile data plan. Steps to follow in Microsoft Dynamics 365 Case Management If a customer is a gold partner of the Microsoft Dynamics 365 case Management, they can follow the steps with the customer service agent. Sometimes an entitlement record associated with a gold customer says the customer can open 15 cases with the company or the organization. In this case, they may have to follow these steps to get a resolution: ● Step 1- The customer can open the cases from multiple mediums, including a phone, a mobile app, social media, or email. ● Step 2- After the customer receives the email, the email's sender and content are identified by the record creation rules. To create a new case in the application, this information is used. ● Step 3- After the case is created, the case automatically makes its route to the gold customer queue by a routing rule. An SLA helps determine the initial contact with the customer, which is made within 15 minutes. ● Step 4- A support agent with access to the gold queue gets a hold of the case and starts to work on it. This agent now has the responsibility to resolve the case.

2. ● Step 5- A case resolution process flow guides the agent in the process of resolving the case. ● Step 6- The agent then acquires a knowledge article that might offer a resolution to the case, email that particular article to the customer, and finally resolve the case. ● Step 7- The customer's entitlement record update then reflects the fact that 14 cases are remaining on the customer's entitlement to be resolved. Conclusion By evaluating this module, you can comprehend how to work with the Microsoft Dynamics 365 Case Management and how to benefit from this. For example, you will have a clear idea of how to create cases and manage caseloads and work with case status reason transitions. You'll also learn about scenarios for automatic case creation.