Posted by : Joel Abbott Tuesday, 20 May 2014

As part of the Microsoft Dynamics CRM 2013 Spring Wave there are a whole host of updates to different areas of this fantastic solution. To get more information on all the changes, you can find the release preview guide here.

In this blog I just wanted to focus on a few of the changes to the Cases entity. There are a number of changes but I am focusing here on the 3 that I believe will have the greatest impact as customers have continuously asked for them:

Finding Similar Cases:
On any support desk, knowledge is power and sharing that knowledge is key . There are a number of ways you could do this but what has been lacking from the Service offering Microsoft Dynamics CRM is the ability to quickly, efficiently and easily find cases similar to the one you are currently working on. This has been included in the Spring Wave. Without leaving the case record you are working on, your service agent can click on the Similar Cases lookup and find a list of suggested cases. From here they can link these or other cases they know to be relevant to the case they are working on. Perhaps the issue was handled in 3 or 4 different ways in the past. No problem, link all the cases and your agent will have all the information at their fingertips.



The suggestions that CRM makes are based on the related "Subjects". I would like to see this work a little smarter as I know that the subject tree hasn’t always proved to be effective for my customers but it’s a great start.

Merging Cases:
For some time in CRM there has been the ability to merge records. However, the ability merge cases is extremely useful. Not only does it merge all activities and associated records from your merged case to your new one but it allows you to merge more than a single record at a time. This means that, for example, if you get a user who is very "enthusiastic" about their issue and calls through to your helpdesk 4 or 5 times logging the same case, these can be merged into a single case very quickly and easily. Brilliant!



Parent & Child Cases:
This feature has been a LONG time coming. I have often had to build this manually for customers who were bemused at the fact that they couldn’t do this "out of the box". So it is with great delight that we see the ability to have parent and child cases in the Spring Wave. There are two main scenarios were this is invaluable:

One issue from same customer and work needs be done by other teams

Same issue effecting multiple customer from same organisation



How is it done? Very easily in one of 2 ways. First you can click on the "Create Child Case" button on your "Parent" case. This will create a new case that is already linked to the parent one and visible as such. 



Secondly, you can associate other pre-existing cases as child cases. Not only can this be done by using the Child Cases Sub-grid on the Parent Case form but it can also been done in bulk by going to a view of cases, selecting those you wish to make child cases, clicking on the "Associate Child Cases" button and selecting the parent.



Its important to note that you only have a single "level" in the parent/child hierarchy. If Case B is a child of Case A then Case B cannot be a parent of any other case. If you delete Case A but leave Case B in place, then this can become a parent case but not otherwise.

I know these may not be as razzmatazz (I should get an award for getting that word in a blog post!) as Social Listening or Microsoft Dynamics Marketing but these changes, small though they are, have been well thought through by the dev team and Microsoft and will deliver real tangible benefits to our customers. 

My information is based on the following information eBook provided by Microsoft and as such may be subject to change as but it matches up with all we have told already so we have no reason to doubt what this information tells us

Please feel free to comment below

Thanks

Joel Abbott

xRM Consultant

{ 30 comments... read them below or Comment }

  1. here are best optertunities and options for Hire Business Management ,Business Management ,Consultants Directory, Find a Business ,Management Consultant ,Hire Company Consultant, Jobs IT and Consulting Services.

    ReplyDelete
  2. Thank you for the useful post. It helps a lot in my training. I share your blog with my students. Keep posting more.
    Selenium Training in Chennai

    ReplyDelete
  3. Nice information about the microsoft crm. I got some information within this i hope it will help me a lot.

    SEO training Chennai

    ReplyDelete
  4. Wow! I Agree.. It was the best article , actually you have posted something new compared to others, because I read many articles related to this topic but I only get impressed with your post only, keep posting. Thanks..


    SAP training in Chennai

    ReplyDelete

  5. Really very nice blog information for this one and more technical skills are improve,i like that kind of post.


    Digital Marketing Training in Chennai

    ReplyDelete
  6. thanks alot for sharing..

    SEO training in hyderabad by experts in digital markeing And by prosessional experts in seo.All the training by placement and also guide by the professionals.SEO training in hyderabad

    ReplyDelete
  7. Really very nice blog information for this one and more technical skills are improve,i like that kind of post.
    Salesforce training in Chennai

    ReplyDelete
  8. CRM Consulting Services -For running a successful business, customer satisfaction is main component in these days. CRM (customer relationship management) is the absolute solution, if you are wondering to manage the relationship with your targeted as well as existing customers.

    ReplyDelete
  9. nice posts..
    Informatica training, in the recent times has acquired a wide scope of popularity amongst the youngsters at the forefront of their career.
    Informatica online training in hyderabad



    ReplyDelete
  10. Great and useful article. Creating content regularly is very tough. Your points are motivated me to move on.


    SEO Company in Chennai

    ReplyDelete
  11. do you want to learn a high level language ?then you get job opportunity for all over world. | https://www.gangboard.com/app-programming-scripting-training/php-training
    https://www.gangboard.com/cloud-computing-training/vmware-training
    https://www.gangboard.com/business-intelligence-training/msbi-training
    https://www.gangboard.com/app-programming-scripting-training/chef-training
    https://www.gangboard.com/cloud-computing-training/openstack-training


    ReplyDelete
  12. Hi, Your post is quite great to view and easy way to grab the extra knowledge. Thank you for your share with us. I like to visit your site again for my future reference.

    Branding Services in Chennai

    ReplyDelete

  13. All are saying the same thing repeatedly, but in your blog I had a chance to get some useful and unique information, I love your writing style very much, I would like to suggest your blog in my dude circle, so keep on updates.


    Online Reputation Management

    ReplyDelete
  14. Hadoop training in hyderabad.All the basic and get the full knowledge of hadoop.
    hadoop training in hyderabad



    ReplyDelete
  15. Great information shared in this blog. Helps in gaining concepts about new information and concepts.Awsome information provided.Very useful for the beginners.
    dot net Training in Chennai

    ReplyDelete
  16. Provides great information about the concept.It helps an individual to gain knowledge on new techniques.Keep on giving this type of information.
    dot net Training in Chennai

    ReplyDelete
  17. services case changes small but mighty nice posts..
    Hadoop online training .All the basic and get the full knowledge of hadoop.
    hadoop online training



    ReplyDelete
  18. it is very useful for me.Thank you so much| https://www.gangboard.com/cloud-computing-training/vmware-training
    https://www.gangboard.com/cloud-computing-training/openstack-training

    ReplyDelete
  19. Superb. I really enjoyed very much with this article here. Really it is an amazing article I had ever read. I hope it will help a lot for all. Thank you so much for this amazing posts and please keep update like this excellent article.thank you for sharing such a great blog with us. expecting for your.
    Digital Marketing Company in India

    ReplyDelete
  20. It’s amazing in support of me to have a site, which is useful in support of my know-how. thanks admin|, you surely come with remarkable articles. Cheers for sharing your website page.Excellent blog here...

    Best Dental Clinic In Velachery

    ReplyDelete
  21. Superb explanation & it's too clear to understand the concept as well, keep sharing admin with some updated information with right examples.Keep update more posts.

    Hadoop Training in Chennai

    Base SAS Training in Chennai

    ReplyDelete
  22. What you have written in this post is exactly what I have experience when I first started my blog.I’m happy that I came across with your site this article is on point,thanks again and have a great day.Keep update more information.

    Car Spa at Doorstep in Mumbai


    ReplyDelete

Search This Blog

Popular Post

About xRM Consultant.com

Having worked with Microsoft Dynamics CRM 4.0 in a sales & development environment, my focus now is on customising this awesome solution and showing its true potential.
Powered by Blogger.

- Copyright © xRM Consultant -Metrominimalist- Powered by Blogger - Designed by Johanes Djogan -