Microsoft Dynamics CRM Customer Center

Configure the process flow for customer service

The process flow bar organizes tasks under various stages, which are used to easily lead you through the process of case resolution. The process flow bar also highlights the stages and tasks that you've already completed. You can configure the bar to add or update the stages, steps, and fields to suit your business needs.

To change stages, steps, and fields in the customer service process

1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.More information: Permissions required for customization tasks

   Check your security role

   1. Follow the steps in View your user profile.

   2. Don't have the correct permissions? Contact your system administrator.

2. From the case form, click or tap the More Commands icon, and then click or tap Edit Process.

3. To add a new stage, click or tap the plus sign (+) next to Stages. You can add up to 30 stages, and each stage can contain up to 30 steps and fields.

4. Name the stage anything you like, and then add steps. To move the stage to where you want it to appear in the process, click or tap the up and down arrows at the bottom of the form.

5. To add a step within a stage, follow the same process: Click or tap the plus sign (+) next to Steps, name the stage, and then move it to the desired place in the order.

6. Fields appear automatically next to each new step. To select the type of field you want for a step, click or tap the field and select from the drop-down list.

7. Click or tap Save.

See Also

Introduction to the guided case resolution process