Resolve or cancel a case

1. 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.

      Service appears on the nav bar.

      Then, click or tap Service > Cases.

   If using CRM for Outlook

   1. Click or tap your organization.

   2. Click or tap Service > Service > Cases.

2. In the list of active cases, open the one you want to resolve.

3. Make sure all activities related to the case are completed.

4. On the command bar, click or tap Resolve Case.

5. In the Resolve Case dialog box, in the Resolution Type list, select how the case was resolved.

6. In the Resolution box, type a short explanation of the resolution.

   The actual time spent on all activities, as recorded in the Duration box in each activity, for this case is filled out automatically in the Total Time

7. In the Billable Time list, select the amount of time spent on the case to be billed to the customer.

   If this case is linked to a contract, the billable time will be subtracted from the allotted minutes for that contract.

8. Click or tap Resolve.

   A case resolution activity is created and shown in the Activities area. A case resolution activity contains information about a resolved case, including the resolution reason and total time spent on the case. You can reactivate a resolved case at any time.

You can cancel a case if the customer no longer has the issue that the case was opened for.

1. In the list of active cases, open the case that you want to cancel, and then on the command bar, click or tap Cancel Case.

2. In the Confirm Cancellation dialog box, click or tap Confirm.