Dynamics CRM Case Management Overview

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

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.

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 Customer Service is packed with tools that provide end-to-end support for better, more efficient customer service.


For example, when clients phone in to a customer service center and report issues, a customer service representative can assure them that their report has been received and the appropriate personnel are being assigned to solve the problem. When the issue is resolved, the case is updated, and the solution can be added to knowledge articles. This way the company maintains a store of information that describes the best practices for the resolution of certain issues for future reference.


The types of requests that come in from customers can vary depending on the business of the organization. They can be enquiries about a product or a service. For instance, insurance companies usually have to explain the terms and conditions of their policies. Clients can also request a service or report a problem. This may require a company representative to travel to the customer’s location to provide the service and report on it. 

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.