Dynamics CRM Case Management: Definition, Workflow, Pros & Cons

Dynamics CRM Case Management Overview

Microsoft Dynamics brings a raft of benefits to any business that seeks to enhance operations, improve efficiency, and make better use of its data. There is a whole range of services Microsoft Dynamics CRM offers that directly impact service operations. They improve the customer experience with the business, ease the load on support staff, and help companies build and grow their competitive advantage. 


Microsoft also has a customer case management module you can add to the Dynamics CRM arsenal. In this article we explore the ins and outs of this software. We will look at its features and benefits, in what scenarios the Microsoft Case Management system is a good fit, and the main elements of the software.

What is Case Management?

Case management helps companies record, track, and respond to issues reported by their clients. Doing so in a centralized manner helps to ensure the cases are assigned and resolved in a timely and satisfactory manner, thus enabling businesses to be more efficient in responding to customer requests for assistance. 


When a company logs cases, they can create solutions that can be applied later in other similar situations. They can also keep the entire team aware of what issues have been reported and are being addressed. This helps eliminate the duplication of efforts, resulting in more efficient allocation of resources, and improves customer service.

Microsoft Dynamics 365 for Case Management

When is CRM Case Management a Good Fit?

While case management provides features that many different types of organizations would find beneficial, it is especially useful for those companies that usually have to respond to incidents from customers and provide timely solutions. 


Case management is therefore a good fit for companies that typically have a high volume of customer service requests and have to track the remediation process from the logging of the incident to final resolution, and thus improve the efficiency and quality of their service delivery.

CRM Case Management Features & Benefits

Microsoft Dynamics 365 for Case Management is feature-rich, with the core capabilities being as follows: 


  • Performing efficient and detailed analysis of customer types.
  • Automating case distribution based on a number of important factors such as customer type, product type and many others.
  • Keeping track of SLAs and ensuring the provided services are suitable for your target audience.
  • Enabling teams to track vital information, send automated reminders, design custom, out-of-the-box workflows.
  • Providing teams with intuitive and personalized dashboards.


There’s also no doubt that there are a number of great benefits that stem from this powerful functionality, which can be broken down into three major categories: improved data management, tracking and reporting.

Improved Data Management 

Any sales and marketing CRM systems that a company may use can share the same data with a Microsoft Dynamics 365 case management system.

It’s very convenient to keep all customer and prospect data in a single system when everyone in your organization uses the same data source. All of the crucial data needed for the support agent to analyze the problem and provide client service appropriately is contained in the system’s case record.

Having case data information centralized against client records can help sales by ensuring that they contact customers at the best times during the sales process and avoid doing so when it’s not particularly appropriate.

Improved Tracking

The support team can follow each case’s progress and keep track of the actions taken to address each client concern thanks to Dynamics 365’s integrated database.


The timeline window, which can include each support agent’s manual notes, activity records, appointments, and all Outlook emails, is presented in the case record and contains all connected actions and notes tied to a case.

The recent cases panel, which is located to the right of the case record in Dynamics 365’s case management system, shows all of the account’s most recent cases. Each support representative can now view all data pertinent to a certain customer’s prior service history. Therefore, if a similar problem has already happened before, the agent can handle it right away and with ease.


Dynamics 35 Case Management

Improved Reporting

Employing Microsoft Dynamics 365 for case management also gives businesses quick access to current performance information.


Managers can monitor data and trends related to support performance using the built-in dashboards of Dynamics 365 or Power BI for custom reporting. This in turn can offer information about how team performance can be enhanced or which clients are proving to be a strain on resources.

Dynamics CRM Case Management Overview

The Microsoft Case Management system consists of several essential elements that enable companies to implement better service management.


In the system, a case refers to any communication with clients that involves some type of request for the company’s available services. One customer can have more than one case.


Each case can have one or more activities. These are the steps that make up the case. For example, if the customer contacts the company to make a request or report a problem, that interaction is an activity within the case.


Client entitlements are the basis on which a company will provide a service to a client. Every customer, depending on the agreement with the company, can have access to different types and amounts of support.


Knowledge articles describe how different issues have been resolved and provide employees information on how past cases were resolved.


Cases that come in and have to be attended to are stored within queues until they are resolved.


The software also has Service Level Agreements (SLAs) that detail the minimum requirements expected of the company when they are resolving issues. For example, the maximum amount of time within which a client should be attended to.


There are also business process flows. These are the definitions that guide the process of resolving cases which describe the stages of the remediation process of cases.


Apart from these elements, the platform also has features for creating records and assigning cases to different queues or employees. 

D365 Case Management Workflow 

The different elements we have discussed all come together in a streamlined workflow that roughly corresponds to the following process:


A customer with a certain number of entitlements contacts the company using one of any number of predefined communication channels: online, by telephone, email, etc. During this interaction a case is automatically generated. 


Based on the client, the software determines the SLA that applies to them, sets up the corresponding rules for the company’s response to the request, and routes the case to the appropriate queue. 


Available personnel with access to the queue can then pick up the case and respond to it accordingly. During this process, they may refer to knowledge articles for guidance, or share this information with the client to help them resolve their issue. 


Once the issue is resolved, the appropriate records are updated, including the client’s entitlements to show how many more cases they can be helped with under the current agreement.


Microsoft Dynamics 365 for Customer Service has a long list of tools to help companies better guarantee a high standard of service delivery. It organizes and aggregates information in a way that company employees can easily access the details of a case and find the information and resources necessary to resolve it in a timely fashion.

Ready to start a project?

Contact us