Microsoft D365 SCM - Case Management For Sales Process

Hi Everyone,

In this blog post, I would like to highlight the business application of a very useful and underutilized feature named "Case Management" 

Introduction

We can use the "Case Management" feature for different prospectives. However, in this blog post, I will share my experience to manage the customer or sales order related cases by using the Case Management functionality.

What Events we can manage through case management? 

Events related to the customer are customer order, shipment or delivery dates, item replacement, customer invoice, returns, customer claims, quality control, collections, support, knowledge transfer, etc.

Case Study

Last year I was engaged in one implementation for the food and beverage business. They are operating in more than 50 stores in UAE, KSA, QTR, and BAH.

The business is receiving multiple queries related to customer orders, stores, partners, etc. I would like to suggest the case management feature which will eventually help them to track all their cases from a single window. They can assign the case to a particular department, person, etc. SLA can be defined for the case and related questionnaires can be selected as well.

Agenda

• Case categories

Step by Step

Prerequisite Setup

Case Process

In the case process form for the type "Sales process," we can create a list of responsibilities like Return, quality, etc. 

Make sure to enable the "Active" Check. 

SLA for the Case

Create 24 hours and 48 hour SLA for the case. Associate the Calendar for the case. 

Case Responsibility

In the responsibility form, enter the worker for all the responsibilities 

Case Category Hierarchy

Below is the SS for the case category hierarchy for sales, purchase, production, etc. 

I have created the case category hierarchy and associated the Case category "Sales" the category type is "Sales". In the case log fast tab, make sure to enable the track changes for case status, case stage and case activities. 

Once the case SLA and responsibilities are created, we can associate them with the Case category hierarchy. Below is the SS 

The next step is to create a sales order for a specific customer and open the case. 

Create customer case for a specific sales order

Below is the SS for creating a case for a sales order. 

Sales related cases can have the following categories

Case category type: Sales

• Customer Services (Exchange or Returns)
• Inquiries (Product-related inquiries etc.)
• After-sales service request

In the owner's fast tab select the department and employee responsible for the case.

Select the service level agreement for case (eg. 24Hour or 12Hour)

We can also select the "Case Process"

Case Status

• opened
• In process
• Closed
• Canceled