Case creation and lifecycle

Screenshot Courtesy of Microsoft Learn

Are you ready to learn all about Case creation and lifecycle in Microsoft Dynamics 365 for Customer Service? It’s time to manage your cases more proactively in the Microsoft Dynamics 365 for Customer Service application!

In the Microsoft Learn unit, “Case creation and lifecycle,” we are given insight into how to do this exactly!

Did you know that cases can be created multiple ways in the application? This is to accommodate different customer service scenarios.

For example, your team may receive customer service requests from social media channels, email, phone calls, self-service portals, etc.

While there are many ways to create cases with the technology, Microsoft Learn tells us that, most commonly, cases are created manually or through converting an activity in Microsoft Dynamics 365 for Customer Service.

The manual creation process is done by a customer service agent, perhaps like yourself.

When you capture information on a case, you typically include information on the customer, point of contact, issue, and other relevant data.

To manually create a case, customer service agents can do it in two primary ways. The first is through a case page. The second is through the Quick Create: Case dialog box. 

The Case page has all available fields for a case and provides quick access to related records, such as knowledge articles, Microsoft Learn says. While the Case page provides thorough access to business process flows and related elements, the Quick Create: case dialog box option is a more trimmed-down option for customer service agents.

This is used when agents only want to include the more important fields and don’t necessarily need to add more intricate additional details at the time of creation.

Microsoft Learn elaborates upon these options within the unit, which you can explore here and begin your own educational journey with Microsoft Dynamics 365 for Customer Service.

Customer and chatbot dialog on smartphone screen. AI. Artificial intelligence and service automation technology concept.

Next, Microsoft Learn teaches us how to convert activity records to cases.

If a case is a result of something like an email, phone call, or task, for example, you may want to convert these activities to records. Out of the box, Microsoft Dynamics 365 for Customer Service allows for the following activities to be converted to cases:

  • Appointments
  • Campaign Responses
  • E-mails
  • Faxes
  • Letters
  • Phone Calls
  • Service Activities
  • Tasks
  • Social Activities

Microsoft Learn also walks us through the process of converting custom activities, such as SMS messages, to cases.

Finally, we are given channel considerations, since there are so many avenues that customer service reps can interact with customers on, from social media to email to web to phone calls and on.

Listing the origin of the interaction in your Microsoft Dynamics 365 for Customer Service environment helps to give you more insight into individual customer preferences and help you develop a path for personalized communication with them moving forward.

Within this module, we advance our journey forward with Microsoft Dynamics 365 for Customer Service and begin to apply the basics of what we’ve learned in other modules to work.

If you liked this Microsoft Learn recap about case creation and lifecycle, get started with this educational lesson and more here.

If you would like more assistance getting started with Microsoft Dynamics 365 applications, reach out to our team. We’re happy to help you, whatever phase of the CRM journey you find yourself in.


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