Manage cases

Track issues your customers are facing by using cases in Microsoft Dynamics CRM. Associate the case with contracts and contract line items to quickly know the level of services that can be provided to a customer, and with knowledge base articles if you find the information in the articles useful in solving the case.

Create a case

Follow the steps for the app you're using.

If using the CRM web application
1. On the nav bar, click or tap Microsoft Dynamics CRM > Service.
2. Service appears on the nav bar.
3. Then, click or tap Service > Cases.
If using CRM for Outlook
1. Click or tap your organization.
2. Click or tap Service > Service > Cases.
On the command bar, click or tap New Case.
Type information in the text boxes.

Hovertips provide hints about what to enter.
1. To find the customer and case details, on the process bar, click or tap Identify. More information: Track customer and case details.
2. To find if there are other similar cases that have a resolution, click or tap Research. More information: Find a solution from other similar cases
3. If you've given the customer a solution for the issue, resolve the case. More information: Resolve or cancel a case
4. To track your conversations with the customer, add activities. More information: Add a phone call, task, email or appointment to a record
  
  When you complete an activity, be sure to record the amount of time that you spend on the activity in the Duration box. If this case is linked to a contract line, the durations of all of the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer.
5. Under Contract and Product Information, enter information about which contract and contract line the case applies to. Linking the contract and contract line to the case allows you to track allotment usage and verify that the customer is receiving the appropriate level of service. Also enter any applicable product information.
6. Under KB Articles, in Knowledge Base Article, click or tap the Lookup icon to select an article if it has information to resolve this case.
When you're ready to save your data, click or tap Save.

Manage cases

Create a case

Edit a case