web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / DISPUTE/CASE
Service | Customer Service, Contact Center, Fie...
Answered

DISPUTE/CASE

(3) ShareShare
ReportReport
Posted on by MH-12092052-0 281
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
 
 
Categories:
Dynamics 365 Guides
I have the same question (0)
  • Suggested answer
    Holly Huffman Profile Picture
    Holly Huffman 6,522 Super User 2025 Season 2 on at
    DISPUTE/CASE
    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.
  • MH-12092052-0 Profile Picture
    MH-12092052-0 281 on at
    DISPUTE/CASE
    Hello Holly,
    In the dispute screen which as per above can the button: send email to salesperson, be active and we can assign to CSR from that button, I want to do all in one screen instead of creating a disputes and a case.
    DO you know where I can get a report in D365 that shows me all the disputes  
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at
    DISPUTE/CASE
    Hello MH-12092052-0,
     

    Yes, there are several ways you can route a newly created dispute to someone internally for resolution, such as a customer service agent, within Dynamics 365 Customer Service (or potentially Dynamics 365 Finance and Operations, depending on where you are managing disputes). Here's a breakdown of the common approaches:

    1. Using Case Management (Recommended for Customer Service Focus):

    This is generally the most structured and auditable way to handle customer service-related disputes.

    • Configure Case Creation on Dispute Creation:

      • Workflow/Power Automate: Create a workflow (legacy) or a Power Automate flow that triggers when a new dispute record is created.
      • Create a Case: Within the workflow/flow, add a step to create a new Case record.
      • Map Dispute Details to Case: Map relevant information from the dispute record (e.g., customer, disputed amount, reason comment, a flag indicating "Price Dispute") to the corresponding fields on the newly created Case.
      • Assign the Case: Within the workflow/flow, assign the newly created Case to a specific Queue that is monitored by your customer service team or directly to a specific customer service agent. You can use rules or conditions within the workflow/flow to determine the appropriate queue or agent based on the "Reason code" or other details of the dispute. 

    • Benefits:

      • Provides a standardized process for handling disputes within the Case Management framework.
      • Allows for tracking of the resolution process, activities, and timelines.
      • Enables reporting and analytics on dispute resolution.
      • Facilitates proper assignment and ownership.  

      •  

    2. Using Queues and Manual Assignment (Simpler, but Less Automated):

    • Create a Dispute Queue: Create a specific Queue in Dynamics 365 that is designated for price disputes.
    • Manual Routing: Train users who create disputes to manually assign the dispute record to this queue after creation.
    • Customer Service Monitoring: Customer service agents can then monitor this queue and pick up new price disputes for resolution.
    • Benefits: Simple to set up initially.
    • Drawbacks: Relies on user adherence to the process and lacks automatic routing based on dispute details.

      •  

    3. Using Business Rules (Limited Automation):

    • Create a Business Rule on the Dispute Entity: You can create a business rule that, based on the "Reason code" being "Price Dispute" (or a similar value), sets the "Owner" field of the dispute record to a specific customer service team or user.
    • Limitations: Business rules have limitations in terms of complex routing logic and triggering actions beyond setting field values.
    • Benefits: Easy to configure for simple routing scenarios.
    • Drawbacks: Less flexible than workflows or Power Automate for complex routing or creating related records like Cases.

      •  

    4. Using Power Automate for Direct Assignment (More Flexible Automation):

    • Trigger on Dispute Creation: Create a Power Automate flow that triggers when a new dispute record is created.
    • Conditional Logic: Use conditional logic (e.g., "If Reason code is 'Price Dispute'") to determine the routing.
    • Assign the Dispute: Use the "Update a record" action to update the "Owner" field of the dispute record to a specific customer service team or user. You can use lookups or variables to dynamically assign the owner based on dispute details.
    • Benefits: More flexible than business rules for routing logic.
    • Drawbacks: Doesn't leverage the full Case Management capabilities if that's desired.

       


      •  

    How to Implement for Price Disputes (Specific Example using Case Management):

    1. Identify the "Reason code" for Price Disputes: Make sure you have a specific option or value in your "Reason code" field that indicates a price dispute.
    2. Create a "Price Dispute" Queue: In Dynamics 365 Customer Service, create a new Queue named "Price Disputes." Add the customer service agents who handle these types of issues as members of this queue.
    3. Create a Power Automate Flow (Recommended):

      • Trigger: "When a record is created" - Select the entity where your dispute records are stored.
      • Condition: "If Reason code is equal to [your price dispute reason code value]".

      • Action (If condition is true): "Create a new record" - Select the Case entity.

        • Map fields from the dispute to the case (e.g., Customer, Description = "Price Dispute: " + Reason comment, Subject = "Price Dispute") 

      • Action (If condition is true): "Update a record" - Select the newly created Case record (use the output from the "Create a new record" step).

        • Set the Owner (Teams) or Owner (Users) field to the "Price Disputes" queue you created.

          •  
          

      4.  

    Which Approach to Choose?

    • For a structured and trackable process with full Case Management capabilities, using Case creation via Workflow or Power Automate is highly recommended.
    • If you need a simpler initial setup and are okay with manual intervention, Queues and manual assignment can be used.
    • Business Rules are suitable for very basic, field-based routing within the dispute record itself.
    • Power Automate for direct assignment offers more flexible automation than business rules but doesn't leverage Case Management.

      •  

    Consider your organization's processes, the volume of disputes, the need for tracking and reporting, and the desired level of automation when choosing the best approach. Using Case Management provides the most comprehensive solution for handling customer service-related issues like price disputes.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Join experts in person to explore low code and AI agents at the Power Platform Community Conference sponsored by Microsoft

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Abhilash Warrier – Community Spotlight

We are honored to recognize Abhilash Warrier as our Community Spotlight honoree for…

Congratulations to the September Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
MVP-Daniyal Khaleel Profile Picture

MVP-Daniyal Khaleel 60

#2
Tom_Gioielli Profile Picture

Tom_Gioielli 26 Super User 2025 Season 2

#3
CU29080825-0 Profile Picture

CU29080825-0 16

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans