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DISPUTE/CASE

Hello all,

when creating a dispute, is there a way you can have it sent to someone internally for resolution, let's assume this is a price dispute and I need to assign it to customer service how can I do that

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Dynamics 365 Guides

Hi there! Good morning, evening, or afternoon - depending on where you are :) Hope you are well today!

In Dynamics 365, you can assign a dispute (case) to someone internally, such as the Customer Service team, by following these steps:

Create the Case: When creating the case for the price dispute, ensure that all relevant details are filled in, including the description, customer, and related records.
Assign the Case to Customer Service:
- After the case is created, you can assign it to an individual or a team within your organization.
- To do this, open the case record, select the "Assign" button in the ribbon, and choose "Team" or "User".
- Select the appropriate Customer Service team or representative.
Use Routing Rules: If you handle disputes frequently, you can configure routing rules in Dynamics 365 to automatically assign cases based on certain criteria, such as the case type or subject (e.g., "Price Dispute"). This reduces manual effort and ensures the case reaches the right team promptly.
Email Notification: If you want the assignee to receive an email notification, you can configure workflows or Power Automate flows to trigger an email when a case is assigned. Include all relevant case details in the notification.

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