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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM BEST UTILIZATION
Microsoft Dynamics CRM (Archived)

CRM BEST UTILIZATION

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Posted on by Andéol 100

Hi!

I need your help! This is the problem.

We actualy use dynamics crm 4.0 to manage relation with our customers. And then, we use Incident Entity to save everything relative with our customers problem. The CRM database is then completely dedicated to customers. And now we want to manage other type of information, technical incident, something not relative to our customers. In other words, we want to use the crm for making technical issue tracking.

Is there judicious to use the crm for doing that?

 

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  • Suggested answer
    Frank Lee Profile Picture
    Frank Lee 4,617 on at
    Re: CRM BEST UTILIZATION

    I'd seen CRM used for tracking both customer issues and also internal company incidents.  The simplest is setup an Account for the Internal Company departments and then associate Incident (Case) to it.

  • Suggested answer
    GL-23071537-0 Profile Picture
    GL-23071537-0 on at
    Re: CRM BEST UTILIZATION

    There are a lot of considerations for how to best architect this--Are your technical incidents related to people?  For example, are you wanting to track employees and use workflows to send automatic communications to the employees? If so, are all employees CRM users?  Are the users managing internal technical incidents the same users who are managing external cases?

    You basically have three options:

    1) Use the same Incident entity you are using for customers as Frank Lee suggested.  2)Create a separate entity for internal tickets but within the same CRM organization (instance) 3) create a completely separate organization for internal ticket management.  The benefit of optionm3 is you can put employees in as Contacts, whereas if you use the same organization,, you could have conflicts with the Email tracking if CRM users are also contacts, so you may only want to do option 1 or 2 if all employees are CRM users..  One of the down sides of creating the separate organization is that CRM users can only sync their Outlook client with one organization.

    There are a lot more considerations, but hopefully that helps you get started in your thinking.

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