2022: Microsoft Dynamics CRM Case Management Tips

2022: Microsoft Dynamics CRM Case Management Tips
4 min read

Improve customer services with Dynamics CRM

As the calendar changes, businesses look back on their journey and define their future goals for the coming year. It depends on our products and services if you want to lead your business toward success this year. Exceptional customer service is an integral part of any business's success. And customer services can be significantly improved with the use of proper Customer Relationship Management software.

Microsoft Dynamics CRM has case management software that helps businesses excel at their customer services. Case management automation through Microsoft Dynamics CRM not only help you in delivering exceptional customer service but also helps your customer service representative to solve cases better and faster.

Auto case creation and case routing rules are two of the key features of Microsoft Dynamics CRM's Case Management.

Follow these tips for highest efficiency in case management

For the highest efficiency in case management, here are some tips and tricks you can follow

Case routing rule LIMIT

According to the rule description, you can refer to a case routing rule as a traffic manager because it functions in the same way. It directs the created cases to other users, groups, teams, or anywhere else. Microsoft Dynamics CRM allows only one case routing rule to be active at any point. But, the key feature is that while only 1 rule is allowed, there can be multiple conditions.

Email-centric ticketing process

On the case form, at times, the original email can get lost owing to the noise on the activity pane. The task can be a hard one if the customer service agent wishes to respond to the original email directly. To make it easier, a subgrid of email records can be added with a view that can be filtered to exclude emails from the account that is used to send the case notification emails upon any changes in the case. This way, you can locate the original emails faster.

Conditional hierarchy in case routing

The ordering of items to keep the highest priority ones first is called building a hierarchy. Conditional statements are the rules that lead to a specific action when a criterion is met. In a conditional hierarchy, we determine which condition is met first. The use of this feature allows for the execution of several rules based on their hierarchy.

Routing rules

A routing rule should always be specified and activated as this is the logic set or condition or the direction in which the case should be moved. Routing rules in Microsoft Dynamics CRM let the system know where the case should be moved when it comes in.

Case creation rule owner

The default owner of the case is the owner of the case creation rule, and only a user of the Microsoft Dynamics CRM system can become the owner. Therefore, In our opinion, a useful tip for you is that you should create a user for your support team in the system. It is because they can become the owner of cases.

Testing email routing

The Server Side Synchronization must be taken care of to test email routing. To limit the issues that can arise from using an SSS, the “same day” or “close date” should be selected in the Advanced setting in the Email Server Profile before the profile or the SSS is enabled.

Importing existing cases

To avoid applying the routing rules to every case when multiple case records have to be imported, an additional column named “Route Case” must be created in the spreadsheet and should then be populated against the fields with a yes or no according to the condition prior to import.

These are some quick tips about common problems that customer service representatives face with dynamics CRM consultants and that they can solve quickly.

James Warner 2
Joined: 1 year ago
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