Module 9: Case Management Module Overview: Objectives

MODULE 9: CASE MANAGEMENT
Module Overview
You can use case management in Microsoft Dynamics® AX and in Enterprise
Portal for Microsoft Dynamics AX to record, update, track, follow up on, and close
issues that are raised by your customers, vendors, or employees, or that are
created through your audit processes. By planning, tracking, and analyzing cases,
you can develop efficient resolutions that can be used for similar issues.
For example, when customer service representatives or human resources

generalists create cases, they can find information in knowledge articles about
how to work with or resolve a case more efficiently.
Because you can use case management for customer, vendor, or employee issues,
the Cases form is located in Home in Microsoft Dynamics AX. Audit cases are
always managed in Compliance and internal controls, even when they relate to
documents that are created in other modules.
Objectives
The objectives are:
• Create a case
• Add actions to a case
• Create a knowledge article
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Sales and Marketing in Microsoft Dynamics® AX 2012
Setup
Before individual cases can be created, you must set up case categories and
processes to define the cases. The first step is to determine how cases should be
grouped into cases.
Case categories group similar case types together. For example, you might create
categories for sales, employee benefits, or deliveries. You might also create child
categories that group the cases at a more detailed level. For example, under a
sales category, you could add child categories for pre-sale issues and post-sale
issues.
You can create categories for cases automatically or manually. Every case must be
assigned to a case category.
Grouping cases by category can help employees identify known solutions, such as
knowledge articles, if similar issues occur over time.
After you create case groupings and categories, you can create the processes that
every case must follow from beginning to resolution. For example, a process
might require that a case issue be assigned to an employee within 24 hours of
when the case is created.
Scenario
Vince, the operations manager for Fabrikam, wants customer service

representatives and human resources generalists to be able to create cases for
customers, vendors, and employees. Before any one of these cases can be created,
Vince must set up case categories and case processes.
Cassie, an internal auditor at Fabrikam, wants audit cases to be generated

automatically when the audit policy is run against expense reports. Each audit
case contains a group of audit policy violations.
Cassie also wants to have the option to create audit cases manually. For these
cases, she can use the categories that are created when an audit policy is run, or
she can create special categories to use for cases that are manually created.
Case Categories
Use the Case categories form to create case categories where you can group
similar cases and store information about knowledge articles that are related to
cases. Every case must be assigned to a case category.
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Module 9: Case Management
When you create a new case category, you can group the category with similar
categories. For example, you can store the new case category under General or
Sales in the tree on the left side of the form. To create case categories follow these
steps:
1. Click Sales and marketing > Setup > Cases > Case categories.
2. Click New > Case category to create a new category, click New >
Child case category to create a new sub category.
3. Enter a Case category name and a short Description.
4. Select a Category type (when not a Child case category) to signify
how the category will be used. The parent category type is the default
for the child case categories.
5. Click the General FastTab and add general information about the
case category.
6. Click the Activities FastTab to add an activity that is specific to the
case category. You may select an Appointment, Task, Action or an
Event.
FIGURE 9.1 CASE CATEGORIES FORM
Note: After you have created a Case category, click the Responsibilities
button to assign the case responsibilities to a worker.
Note: After you have created a Case category, click the Related knowledge
articles button to associate a knowledge article with the case category.
Case Processes
Use the Case processes form to set up hierarchical processes for managing cases.
To create case categories follow these steps:
1. Click Sales and marketing > Setup > Cases > Case processes.
2. Click New to create a new case process.
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3. Select the Active check box if this is an active process that can be
used in managing cases.
4. Enter a Case process Name and a short Description.
5. Select the Type of process that aligns with the Purpose of the
process.
6. Click the General FastTab and enter the following information:
a. Calculate start in (days): Enter the number of days from the
current date on which the case activity should start.
b. Calculate end in (days): Enter the number of days from the
current date on which the case activity should end.
c. Start and End time: Enter the start and end time of the case
activity.
d. Responsibility: Select the role of the worker responsible for this
case activity.
e. Responsible: Select the worker that is responsible for the case
activity.
f. Notes: Enter any notes associated with the case activity.
7. Click the Responsibilities FastTab to add, or update information
about the person or the position that is responsible for the selected
case process.
8. Click the Exit criteria FastTab to set the exit criteria for the selected
case process. Select the Check for required activities check box to
check for required activities before this case process can be closed.
FIGURE 9.2 CASE PROCESS FORM
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Note: Click the Functions button to copy an existing case process or save the
current process to a template.
Note: Click the New or Delete Action buttons to create or delete a level or
activity for the selected case process. You can also assign an activity or view details
about an activity. This button is available only for the Tree tab view.
Note: To directly open the Case form click the Inquiry > All cases.
Working with Cases

After Case setup is complete, employees with the appropriate permissions can
create cases as issues are raised. Cases can be created in Microsoft Dynamics AX in
the Home module.
Create a Case
Create a new case record for a customer, vendor, or employee, or for the results of
an audit of business documents. To create a case in the Microsoft Dynamics AX
client follow these steps:
1. Click Home > Common > Cases > All cases.

2. Click Case on the Action Pane to create a new case or click
Dependent case to assign the selected case to depend on an existing
case.
3. In the New case form, use Name field look-up to search and Select
the party associated with this case.
4. Select a Case category from the drop-down list. The Category type
automatically defaults based on the Case category.
5. The Case ID defaults in , depending on the setup parameters.
6. The Status uses Opened when you create a new case. You can
change the status.
7. Enter a short Description about the case.
8. Select a Priority based on the urgency of the case.
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9. If this is child relationship to another case, the Parent case it is
associated with will default.
10. Select Create to create the case.
FIGURE 9.3 NEW CASE FORM
Adding Details to a Case
Add detailed information such as activities to a case. After you create a case, you
can add activities, dependent cases, associations, case log information, documents,
and responsibilities to the case. You can add these details when you first create
the case or you can add them later as needed.

2. Highlight the case in the All cases list page and then click Edit.
3. Select the FastTab that corresponds to the information that you want
to add to the case. Use the following information to complete this
task:
a. Service level agreement: (in the Action Pane) View or edit
information about the service level agreement and follow-up
details for the selected case.
b. General tab: Enter or modify general information about the case.
This includes Case ID, Follow-up, Owner, and Process
information.
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c. Case log tab: Click Add to create a new case log information line
and enter the appropriate information. Click Details to open the
Source type form to view source types for lead and opportunity
records.
d. Associations tab: Click Add to create a new line and add
information about an entity that is associated with the case that
you are currently working on.
e. Knowledge article tab: Click Add to add knowledge article
information to the case. Click Details to open the Knowledge
article form.
f. Administration: View information aboutrwhen and by whom the
case was opened or closed..
g. Case Web details: View information about the company’s web
account and contact information. This FastTab is available if you
are registered for Dynamics Online.
FIGURE 9.4 CASE FORM
Case Actions
There are many actions and attachments that you can associate to a case. The
following table lists the Action button and the description associated with the
Case tab in the Case form:
Button Description
Edit Click Edit to update and make changes to
an existing case record.
Delete Click Delete to delete the case record.
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Button Description
Change status Click Change status and then select one of
the following:
Opened: The default status when a case is

created.
In Process: Signifies this case is in a specific

process and must be completed before
closing.
Closed: Indicates that the issue is resolved.

The case record is saved. However, the
record is removed from the case list. When
you close a case, the service level
agreement (SLA) associated with the case is
also closed. If a follow-up activity is
required for the case, an activity is created
and you will receive a prompt to complete
the activity.
Canceled: No longer applicable to the

case.
Case Click Case to create a new case record.

Dependent case Click Dependent case to create a new case
based on and existing case.
Case process Click Case process to view or change the
process that is assigned to the selected
case. This button is enabled only when the
case is In process.
Change stage Click Change stage to change the stage of
the selected case.
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Button Description
Time recording Click the Time recording to view how long
the resolution of the case should take. The
time is related to the service level
agreement for the case. The following
actions are associated with time recording:
Start: Open the Start SLA time recording
form to start the resolution time tracking
for the case.
Stop: Open the Stop SLA time recording
form to stop the resolution time tracking
for the case.
Recall: Remove the service agreement and
all time recordings that were logged from
the case record.
Attachments Click Attachments to view or create

attachments associated with the case.
The following table lists the Action button and the description associated with the
General tab in the Case form:
Button Description
Responsibilities View or add responsibilities to the selected
case.
Make dependent Assign the selected case to depend on an
existing case.
Project Attach the selected case to an existing
billing project or create a new billing
project.
Send mail Send a follow-up email message about the
selected case.
Questionnaire View the questionnaire used in the case or
view the submitted questionnaire answers.
Transaction log View or add information about case
transactions for the selected case.
Activities View, create, or update activities for a case.
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Close a Case
Change the status of an open case to Closed to indicate that the issue is resolved.
When a case is resolved, either internally with an employee or externally with a

customer or vendor, you can close the case. The case record is saved, but the
record is removed from the case list.

2. Highlight the case in the All case list page click Change status and
then click Closed.
3. You can complete the same produre directly from the Case form.
When you close a case, the service level agreement (SLA) associated with the case
is also closed. If a follow-up activity is required for the case, an activity is created
and you will receive a messaage to complete the activity.
Types of Cases
Cases can be used in multiple modules and processes within Microsoft Dynamics
AX. The following are types of cases that might be used in your business:
• Customer Service
• Purchasing and Receiving
• Human Resource and Payroll
• Auditing
• Collections
To view and example of a Collections case follow these steps:
1. View collections cases on the Collections cases list page. Click

Accounts receivable > Common > Collections > Collections cases.
2. The columns on the list page display information for collections cases.
A collections case has a Case category type of Collections.
3. To display only open cases, on the Action Pane, click Show cases >
Open. To display both open and closed cases, click Show cases >
Open and closed.
Knowledge Articles
Create and store a knowledge article that includes tips, solutions, and other
important information about an issue. You can use the Knowledge article form in
Microsoft Dynamics AX to register, collect, and categorize links to files and
documents that are located outside Microsoft Dynamics AX. This includes
hyperlinks to Internet or intranet sites.
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The Knowledge article form is a common repository of information that your
whole team or company can access. Any file or document that the company wants
to register and categorize can be filed, previewed, and opened through the
Knowledge article form.
Creating Knowledge Articles
To create a Knowledge article follow these steps:
1. Click Home > Common > Document management > Knowledge

articles.
2. In the navigation pane, click the folder to which you want to add the
new knowledge article folder.
3. Click Knowledge article to open the Knowledge articles form.
4. In the Knowledge article name field, enter the name for the folder.
5. In the Type list, select Folder.
FIGURE 9.5 KNOWLENDGE ARTICLE FORM
To create Knowledge article links follow these steps:
1. Click Home > Common > Document management > Knowledge

articles.
2. In the navigation pane, click the folder to which you want to add the
new link.
3. Click the Knowledge article button to open the Knowledge articles
form.
4. In the Knowledge article name field, enter the name for the link.
5. In the Type list, select Link.
6. In the Internet address field, enter the Internet address.
Note: To create Knowledge article files, follow the same steps as creating a
knowledge article link except select File in the Type list.
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Rating Knowledge Articles
Rate a knowledge article to indicate if it was successful in helping to close a case.

You can rank a knowledge article to indicate whether it was helpful on a case with
a customer, vendor, or employee to resolve a particular issue. If you or another
employee is faced with the same or similar case in the future, the ranking will
indicate which articles are helpful.

2. Highlight the case in the All cases list page and then click Edit.
3. On the Knowledge article FastTab, view the knowledge articles and
their success rates that are attached to the category that is assigned
to the selected case.
4. Select the Attempted check box if you tried to apply the information
in the knowledge article to the case.
5. Select the Success check box if you succeeded in using the
information in the article to help resolve the case.
FIGURE 9.6 CASE FORM
Case Management Examples

Case management can be used in many ways and in many environments. This
lesson lists some examples of how case management might be used.
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Example: Case Management in the Private Sector
The following is a fictitious scenario of how case management might be used in a

private sector environment:
Lisa, a customer service representative at Fabrikam, receives a telephone call from

Lionel, a Fabrikam customer. Lionel has trouble setting the correct volume level on
the new sound system that Fabrikam just installed in Lionel’s music store. Lisa
creates a case for Lionel and assigns the category Volume to the case. Because
Lisa knows that it is important for Lionel to have music in his store, she elevates
the priority and assigns a one-day service level agreement (SLA) to the case. She
also enters the case details in the case log. Lisa notices that there are several
knowledge articles that are associated with the Volume category and that three of
them are marked as helpful in resolving cases.
Lisa opens each article and discusses the resolution steps with Lionel, but none of
the solutions resolve the problem that Lionel is encountering with his new sound
system. Lisa tells Lionel that within 24 hours an audio technician will call him and
will work with him to resolve the problem. Lisa starts the case and a set of
activities is created. She assigns the activities to Terrence, a member of the audio
engineering team.
Terrence sees that new activities are assigned to him. He opens the case and reads
the case log to learn more about the case. Terrence encountered the same issue
the day before, and he developed a solution. Terrence contacts Lionel and offers a
solution for the issue. Terrence also enters the solution in the case details. His
solution is successful, and he decides to document the solution for other people
to use if they encounter the same problem. Terrence adds the document to the
Knowledge article form, assigns the document to the Volume category, and
manually elevates the ranking so that other Fabrikam employees will know that
this is a successful solution.
Now Terrence elevates the case to the next level. Elevating the case creates a new
activity for Marie, who is a quality assurance representative in the customer service
department. Marie sees that a new activity is assigned to her, and she opens the
case that is associated with the activity. Marie reviews the case and the case details
to make sure that the process was followed correctly for the case. She verifies that
the actual case time did not exceed the timeframe that was estimated in the SLA.
She notes that Terrence contacted the customer and that the issue was resolved.
Marie is satisfied with the treatment of the customer and the results of the case.
She resolves the case as closed. When Marie closes the case, the open activity that
is assigned to her is also closed.
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Example: Case Management in the Public Sector
The following is a fictitious scenario of how case management might be used in a

public sector environment:
Annie, a customer service representative with City Power and Light, receives a
telephone call from a resident of the city that is served by City Power and Light.
Annie records the call as an activity and takes notes of the conversation.
The resident tells Annie that his house has no power. Annie informs the resident
that City Power and Light will investigate, locate, and resolve the problem as
quickly as possible. She then creates a case, associates the telephone call with the
case, and creates a service order.
Annie knows that it is likely that other residents will call to report a power outage.
To avoid overwhelming the customer service center, and to save time, Annie sends
a group instant message to inform the other representatives about the issue and
to tell them that a case and service order were created. She includes the case
number and service order number in her instant message. If City Power and Light
receives more telephone calls about the power outage, the customer service
representatives can create an activity for each telephone call and assign them to
the existing case.
Example: Case Management for Employees
The following scenarios show how a Human Resource generalist can use case
management when they address issues for employees.
In the United States
Luke, the Human Resources generalist for the United States division of Fabrikam,
receives an email message from Shannon, a Fabrikam employee. Shannon is a
machine operator who was injured on the job six months ago. She has been
working with Humongous Insurance since the accident to have her medical
expenses paid.
Shannon contacted Luke about this issue four weeks ago. Therefore, a case has
already been created. Shannon’s email message explains that Humongous
Insurance is still not returning her telephone calls. Luke opens the existing case,
adds Shannon’s email message as a document, and reviews the case log.
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When Luke created this case, he assigned it to the case category Insurance. He
sees that there is a new knowledge article that is associated with the Insurance
category. Luke reads the knowledge article and learns that Humongous
Insurance’s telephone system is being updated and that all telephones are down.
The article states that an email message was sent to all insurance customers but
that several customers did not receive the message because of a problem with the
insurance company’s email system. All customers who have active insurance
claims are being asked to send their inquiries by paper mail to Humongous
Insurance.
Luke sends Shannon an email message that explains what she must do to have her
insurance claim settled. He also ranks the knowledge article that he read as a
helpful piece of information.
Luke creates another activity for himself to follow up with both Shannon and
Humongous Insurance in four weeks to make sure that the claim is resolved. After
four weeks have passed, Luke checks in with Shannon and learns that Humongous
Insurance has paid her claims and that she is happy with the resolution. Luke
changes the status of the case to Closed.
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Module Review
Module Review and Takeaways
In case management you can create cases to be used in many ways to track issues
that are raised by your customers, vendors, or employees. You must create a case
category before you create a case. As soon as you create categories and process
for grouping cases, create individual cases and add details throughout the case
process--including changes to the case status. Once the case is complete, you can
close it to indicate the issue is resolved.
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Test Your Knowledge

Test your knowledge with the following questions.
Sequencing Activity
Put the following steps in order by numbering each to indicate the correct order.
Steps
Attach an activity or knowledge article to a case.
Create a case category.
Create a case.
Rate a knowledge article.
Create case process.
Close a case.
1. A service level agreement is another term that is used for a case.
( ) True
( ) False
2. You can create a specific case using the Auditing category.
( ) True
( ) False
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Test Your Knowledge Solutions

Sequencing Activity
Steps
4 Attach an activity or knowledge article to a case.
1 Create a case category.
3 Create a case.
5 Rate a knowledge article.
2 Create case process.
6 Close a case.
1. A service level agreement is another term that is used for a case.
( ) True
(√) False
2. You can create a specific case using the Auditing category.
(√) True
( ) False
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MODULE 9: CASE MANAGEMENT

For example, when customer service representatives or human resources

The objectives are:

Vince, the operations manager for Fabrikam, wants customer service

Cassie, an internal auditor at Fabrikam, wants audit cases to be generated

FIGURE 9.1 CASE CATEGORIES FORM

FIGURE 9.2 CASE PROCESS FORM

Working with Cases

1. Click Home > Common > Cases > All cases.

FIGURE 9.3 NEW CASE FORM

Adding Details to a Case

1. Click Home > Common > Cases > All cases.

FIGURE 9.4 CASE FORM

Opened: The default status when a case is

In Process: Signifies this case is in a specific

Closed: Indicates that the issue is resolved.

Canceled: No longer applicable to the

Case Click Case to create a new case record.

Attachments Click Attachments to view or create

When a case is resolved, either internally with an employee or externally with a

1. Click Home > Common > Cases > All cases.

To view and example of a Collections case follow these steps:

1. View collections cases on the Collections cases list page. Click

Creating Knowledge Articles

To create a Knowledge article follow these steps:

1. Click Home > Common > Document management > Knowledge

FIGURE 9.5 KNOWLENDGE ARTICLE FORM

To create Knowledge article links follow these steps:

1. Click Home > Common > Document management > Knowledge

Rate a knowledge article to indicate if it was successful in helping to close a case.

1. Click Home > Common > Cases > All cases.

FIGURE 9.6 CASE FORM

Case Management Examples

The following is a fictitious scenario of how case management might be used in a

Lisa, a customer service representative at Fabrikam, receives a telephone call from

The following is a fictitious scenario of how case management might be used in a

Example: Case Management for Employees

In the United States

Test Your Knowledge

1. A service level agreement is another term that is used for a case.

2. You can create a specific case using the Auditing category.

Test Your Knowledge Solutions

1. A service level agreement is another term that is used for a case.

2. You can create a specific case using the Auditing category.

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