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Case management: process catalogue to start a case from

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Posted on by NealJacobs

Hi community,

For our implementation, the customer is requesting to have a solution in place which is very similar to their as-is solution of case management in SF.

They currently have a "case process catalogue" which provides an overview of all case subjects. For every case process that is available, the service agent can start from this initial page that lists all of available processes, grouped by a certain area (i.e. update customer detail / update contract information / ...). By clicking the process, a case would be created with the subject pre-filled.

We are wondering for the Unified Interface, what the best possible way would be to have a enable a similar solution?

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LeoAlt 16,331 Moderator on at

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Hi partner,

According to your description, you could use Business Process Flow provided by MS in case.

We could not choose process first before creating case, but we could choose business process flow when we creating case.

We could add custom stages in BPF and add different actions in each stage to guide the users what they need to do in this case in following steps.

For example, I added 2 BPF in my case named "case template1" and "case template2", and if you want to use them in UCI, remember to add them into Customer Service Hub application in app designer.

And after we created a case, we could switch its BPF for different situations.

But there is no OOB way to set default value in fields for different BPF, you may need to use JS code to do this.

You could refer to the following links for more details.

https://www.powerobjects.com/blog/2019/04/24/business-process-flows-switch-bpf-dynamics-365-javascript/

https://docs.microsoft.com/en-us/powerapps/developer/model-driven-apps/clientapi/reference/formcontext-data-process/activestage/getactivestage

Best Regards,

Leo

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NealJacobs 5 on at

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Hi Leo,

Thanks for your response. I understand the mechanism that you have explained and we have also put this into place and that to fill in the subject it would be required to work with custom coding. The outcome you realize is to start a business process flow from a subject. My question is more on the ability to select a subject from a generic overview.

I would like to understand if there's a way to build a page in the unified interface that allows to define the list of subjects in an holistic overview, so that a service agent is able to select one of the subjects and that from this a case is created?

Regards,

Neal

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LeoAlt 16,331 Moderator on at

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Hi partner,

Yes, you could create a custom HTML page and add it to sitemap, and get all the data you want in it from D365 and create case from it.

For example, you could list all the templates you want in this html page, and when you choose one of them, click on "create case" button (you need to add this button by yourself and add JS code to create case to CRM).

But it needs a large coding work, here are some blogs for your reference.

docs.microsoft.com/.../create-entity-web-api

https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/webapi/web-api-functions-actions-sample-client-side-javascript

https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/244474/create-case-from-web-api

Regards,

Leo

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Paul_Owen 2,027 on at

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Can you not use the OOB Subject tree, so the user selects the subject and you can switch the Process Flow based on the subject?

Regards

Paul

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